• Conduct client support calls and engage with clients and members over the phone and via email, maintaining professionalism and courtesy. • Provide exceptional support to clients, troubleshooting issues and responding to inquiries in a timely manner. • Act as first-level support, handling customer complaints, requests, and inquiries to ensure effective resolution. • Present the organization in a positive light, embodying values of excellence and customer focus in every interaction. • Master Softheon products to utilize appropriate escalation channels for ticket requests. • Adhere to Standard Operating Procedures (SOPs) while employing creative problem-solving skills to address complex issues. • Manage "manual" queues as assigned to ensure timely and efficient resolution of customer inquiries. • Collaborate with cross-functional teams (Product Development, Sales, and Customer Success) to address client needs and enhance product offerings. • Participate in training sessions and knowledge-sharing activities to continuously improve product and service understanding. • Contribute to the creation and updating of documentation, training materials, and SOPs to streamline operations and ensure consistency in client support. • Analyze data and review reporting to identify trends and provide insights for process improvements. • Collaborate with the Talent team to actively engage in the hiring and recruitment process, including but not limited to participating in interviews. • Provide guidance and mentorship to team members within your department and across diverse functions. • Must be available for on-call duty during peak periods, providing support outside of regular working hours as needed to ensure the timely resolution of critical issues. • Must be available to work rotating weekend shifts, as well as occasional holidays and overtime shifts. • Although we work in a remote-first environment, all roles require in-person attendance at our headquarters approximately 2 times per year (in addition to other travel requirements for this specific role, if applicable).

• Manage calendars, inboxes, meetings, and recurring workflows • Coordinate projects, timelines, and team follow-ups • Build and improve SOPs and operational processes • Maintain dashboards, reports, and KPI trackers • Organize files, systems, and documentation • Support CRM management and lead tracking • Assist with social media coordination and scheduling • Communicate with clients, vendors, and internal teams • Ensure tasks and deliverables stay on track • Identify inefficiencies and suggest process improvements

• Build and ship Modo Boxes. Configure contents, drop rates, eligibility rules, schedules, and player-facing copy, then QA each box before launch. Keep naming and versioning consistent so any teammate can audit or pick up a build. • Create the catalog items that feed into the boxes, both physical and virtual. Set up metadata, artwork references, and economy parameters per spec, and keep the catalog tidy so nothing gets lost or duplicated. • Sanity-check your own work. Bad drop rates and broken eligibility rules cause real problems in production, so catch issues before they ship and flag anything in a brief that looks off. • Coordinate across teams. Work closely with the Live Ops Lead on priorities and scheduling, partner with Design and Product on assets and configurations, and loop in Platform and Engineering when something needs technical input. • Watch what happens after launch. Check how your boxes performed, flag the ones that didn't behave as expected, and bring ideas for what to try next. • Help us build better systems. The checklists, templates, and lightweight docs that make this team faster should come from the people doing the work. We want your input on what's worth standardizing.

• Completing daily operational checklists across a variety of business functions • Handling data entry tasks with a high degree of accuracy and consistency • Reviewing data and records to catch errors before they become problems • Working extensively in Google Sheets, building, maintaining, and managing spreadsheets • Supporting the wider operations team on ad hoc tasks as the business grows