• Team Supervision • Day to day management of workflow to meet required KPIs and SLAs, ensuring staffing is appropriate and shifts are covered due to schedule or unscheduled absences • Monitor team members performance using multiple communication platforms • Managing time and attendance for the team • Manage department actual OT to within budgeted OT • Review process and procedure for efficiency and accuracy • Participate in recruiting, interviewing, hiring, and onboarding experience • Team Development • Conduct ongoing discussions with direct reports • Prepare and review performance goals and progress throughout the year, updating progress in UKG • Provide coaching, development, and corrective actions to team members • Prepare and deliver team member report cards and PIP’s when necessary • Follow up on Quality Assurance feedback and review with individual team members • Collaborate with supervisory team on areas of opportunity for future training • Recommend training • Provide team member annual evaluations • Customer Contact • Handling customer escalations via all channels as needed • Work with other departments on escalations by providing guidance and direction on the best solution • Escalate issues on as need basis to leadership related to cross department or interdepartmental communications for guidance on appropriate resolution • Handle incoming customer contacts through all channels as needed during high volume periods

• Drive measurable outcomes impacting customer satisfaction and gross retention • Lead day-to-day performance of EMEA customer support function • Collaborate cross-functionally with Engineering, Product, and other teams • Manage escalations effectively and achieve SLA targets • Maintain and report on team-level KPIs

• Be the trusted point of contact for parents and teachers — from onboarding to course completion. • Support clients via chat, email, and calls on our platform • Manage schedules, course changes, teacher swaps, and account updates • Communicate clearly and warmly in **English and Romanian** • Solve issues fast, anticipate needs, and boost satisfaction with our services • Run check-in calls and handle feedback with care • Keep records accurate and workflows smooth

• Emergency Call Handling: Answer inbound customer and Poolsyder calls, emails and texts related to urgent pool issues such as leaks, pump failures, filtration problems, and water quality emergencies. • Customer Enquiries: Answer inbound customer calls, emails and texts related to their regular pool service, such as “what time will my Poolsyder be here?” and “where is my invoice?” • Outgoing call handling: Monitor customer accounts and make outbound calls as required, for example to chase unpaid invoices or provide quotes for jobs identified by Poolsyders, such as skimmer basket changes, seal replacements, etc. Also, make outbound calls to verified potential customer leads. • Poolsyder Communication: Dealing with customer/Poolsyder issues when required, for example advising a customer if a Poolsyder advises they are running late due to weather, traffic or other circumstances. • Rapid Triage & Assessment: Quickly identify issue severity, gather key details, and determine appropriate response level (emergency dispatch vs. scheduled service). • Dispatch Coordination: Coordinate with on-call technicians to assign jobs based on availability, location, and urgency. • Customer Communication: Provide calm, clear, and reassuring guidance to customers experiencing service disruptions or urgent pool problems. • Real-Time Scheduling Support: Update and manage service appointments in dispatch or CRM systems, ensuring accurate routing and timely technician arrival. • Escalation Management: Escalate complex or high-risk issues to senior technicians or operations leads when necessary.