• Define and evolve a practical, forward-looking support operations roadmap aligned to company priorities and customer experience goals • Establish lightweight but effective operating cadences (weekly reviews, performance tracking, issue escalation visibility) • Balance short-term stabilization needs with longer-term improvements in systems, data, and processes • Own the structure and ongoing optimization of Salesforce Service Cloud as the core support platform • Partner in the implementation and refinement of AI-supported tools (e.g., knowledge generation, chat-based intake) to improve information capture and accessibility without compromising the quality of complex support interactions • Design and refine case lifecycle, fields, taxonomy, and routing logic to reflect real product issues and support workflows • Ensure the system remains simple, usable, and adaptable, avoiding unnecessary complexity • Partner with internal teams and external partners to maintain data integrity and system reliability • Partner closely with support engineers to understand how complex issues are diagnosed and resolved in practice • Improve case intake, categorization, and routing to better align with product areas and team expertise • Identify inconsistencies in how work is performed and introduce structure where it adds clarity and value • Define and implement a core set of support metrics that reflect both operational health and customer impact • Build reporting that provides visibility into support demand, trends, backlog, and recurring product or customer pain points • Translate support activity into actionable insights for Product and Engineering • Develop clear, practical documentation and playbooks that support consistent execution without over-constraining expert teams • Explore opportunities to leverage AI to better capture, structure, and surface knowledge from complex support cases • Identify opportunities to reduce friction in workflows while respecting the complexity of the work • Introduce improvements incrementally, with a focus on adoption and real impact • Act as a bridge between Support, Product, and Engineering to ensure support insights are visible and actionable • Help establish feedback loops that connect customer issues to product improvements • Partner with leadership on prioritization of operational and product-related improvements • Stand up and scale the Support Operations function, building foundational processes and capabilities to support long-term growth • Provide clarity, prioritization, and direction in an evolving environment • Build, develop, and lead a high-performing team, setting clear expectations, coaching for growth, and fostering a culture of accountability, continuous improvement, and strong business partnership • Drive cross-functional collaboration by enabling teams with tools, insights, and scalable processes.

• Coordinate contact with education institution, employers, and references of person • Conduct online research with public and private resources. • Input accurate and verified information into the internal background screening application. • Accurately use time management to perform tasks in a timely manner to support client needs and timeframes. • Serve as backup for all operations support, when needed. • Handling and answering calls that include from clients, customers, return calls, and troubleshooting application calls. • To take on needed tasks as designed by management, when needed for additional support.

• Coordinate contact with education institution, employers, and references of person • Conduct online research with public and private resources • Input accurate and verified information into the internal background screening application • Accurately use time management to perform tasks in a timely manner to support client needs and timeframes • Serve as backup for all operations support, when needed • Handling and answering calls that include from clients, customers, return calls, and troubleshooting application calls • To take on needed tasks as designed by management, when needed for additional support

• Resolver tareas operativas usando IA aplicada (no solo chat): análisis de información, extracción y limpieza de datos, redacción y estandarización, detección de errores, generación de reportes, creación de checklists y procedimientos. • Usar herramientas con IA para automatizar y acelerar trabajo (ejemplos): ChatGPT / GPTs, Claude, hojas de cálculo, plantillas, flujos, extensiones, asistentes, etc. • Convertir solicitudes ambiguas en acciones claras: definir qué falta, pedir datos correctos, decidir siguiente paso y documentarlo. • Garantizar calidad y trazabilidad: registrar solicitudes en ticket/tarea antes de ejecutar, dejar evidencia y cerrar correctamente. • Atención al cliente: comunicación cordial y profesional, seguimiento, minutas/evidencias cuando aplique. • Mejorar procesos continuamente: proponer mejoras (plantillas, prompts, checklists) para reducir errores y tiempo.