• Contact authors with outstanding payments via phone, email and SMS, and help them process their payments. • Assist authors with account verifications and royalty withdrawal processes, ensuring a smooth and clear experience at every step • Listen actively, understand each author's situation, and help find a path to resolution • Log commitments and schedule follow-ups with precision — nothing falls through the cracks • Manage a personal pipeline of open cases with full accountability • Keep payment records accurate and up to date • Escalate cases when needed and document all interactions clearly

• Perform functional and user acceptance testing across multiple environments, including development, cycle, staging, and production. • Ensure system and product changes are implemented accurately and consistently across platforms, channels, and workflows. • Identify, document, and communicate system defects, compliance updates, and configuration issues to Leadership. • Provide end-user technical support through issue resolution, workflow guidance, and system assistance for internal and external users. • Support troubleshooting and resolution of system and product-related issues using ticketing or case management tools. • Support the full lifecycle of assigned products, from initial requirements through launch and post-release improvements. • Serve as a primary point of contact for product execution questions, dependencies, risks, and delivery challenges. • Partner with Systems, Operations, Compliance, and Product teams to support successful product launches and updates. • Help ensure systems, processes, documentation, and teams are fully prepared before changes go live. • Provide visibility into progress, risks, timelines, and key milestones to leadership and stakeholders. • Develop a strong understanding of how products and workflows operate today and identify opportunities to improve speed, quality, and efficiency. • Track timelines, dependencies, and deliverables to ensure work progresses as planned. • Collaborate closely with the Systems Support Manager to ensure alignment and successful execution across teams.

• Provide excellent customer service to Dutch-speaking clients. • Assist customers with technical issues, troubleshooting products and services efficiently. • Maintain accurate records of customer interactions in the CRM system. • Collaborate with technical teams to escalate and resolve complex issues. • Contribute to the continuous improvement of customer service processes. • Stay updated on the company’s products and technology developments.

• Deliver excellent customer service to Dutch-speaking clients. • Assist customers with order inquiries, issue resolution, and product information. • Maintain accurate and detailed records of customer interactions. • Collaborate with internal teams to enhance customer satisfaction and operational efficiency. • Stay informed on company products, policies, and industry trends through ongoing training.