**What You Actually Do** *Own the hardest client situations:* - Take full ownership of complex, escalated, or high-risk client accounts — from first signal through to resolution — applying structured thinking at every stage - Diagnose the root cause behind every at-risk engagement: is it strategy, execution, expectation misalignment, or delivery failure — and build the right intervention accordingly - Lead high-stakes conversations at founder and C-suite level — resetting expectations, rebuilding trust, and redirecting momentum toward outcomes - Maintain meticulous case records that support accountability, continuity, and pattern recognition across the portfolio *Drive retention and commercial recovery:* - Monitor engagement health signals across your assigned accounts and intervene before situations deteriorate into formal escalations - Develop targeted recovery plans that address root causes — not surface-level complaints — and execute them at pace - Identify and close expansion opportunities inside at-risk accounts where trust has been rebuilt and appetite exists - Track and report weekly on case outcomes, revenue protected, churn signals, and patterns requiring broader operational attention *Operate as a senior advisor, not just a handler:* - Lead live advisory sessions with founders — providing direct, implementation-focused guidance across offer, outbound, pipeline, and execution where relevant - Advise on go-to-market strategy, offer positioning, and 90-day execution priorities when clients need more than just relationship management - Challenge assumptions, reframe thinking, and reset timelines with the kind of directness that only comes from someone who has seen these situations before - Act as a signal amplifier between clients and internal delivery teams — translating client reality into structured, actionable feedback *Build what scales:* - Contribute to the development of escalation frameworks, retention playbooks, and client risk systems that work beyond your individual caseload - Identify patterns across accounts that point to broader delivery or operational gaps requiring intervention at leadership level - Propose and implement process improvements that reduce escalation volume, resolution time, and repeat risk over time

Role Description You are not here to check in, chase updates, or run sessions by script. You are here to walk into the most complex, high-stakes client situations in the business — diagnose what is actually broken, reset the relationship, and drive outcomes that protect both the client and the company. This is a Special Operations seat. That means you get the cases no one else can close, the clients closest to the edge, and the expectation that you figure it out — fast, professionally, and without needing to be managed through it. In the early weeks you will be close to the ground — understanding the client base, reading the risk signals, and getting a clear picture of what is working and what is not. That proximity is the input. The outcomes you drive from it are the job. You report into senior leadership. You own your cases. You own the results. Qualifications - 5+ years in client success, account management, consulting, or a senior operational role within a high-growth, agency, or tech-enabled environment - Proven track record managing complex, escalated, or high-risk client accounts with demonstrable recovery and retention outcomes - Prior experience operating at or advising founder/C-suite level — not just executing, but influencing decisions under pressure - Background in at least one of: growth strategy, sales systems, offer development, delivery operations, or scaling advisory - Direct exposure to cold outbound, go-to-market execution, or B2B sales systems — enough to advise clients credibly, not just manage them Requirements - Strong diagnostic ability — able to rapidly identify root causes across strategy, execution, expectation, and delivery - Structured thinker with the ability to build and enforce clear action plans, priorities, and accountability frameworks - Confident communicator with high emotional intelligence — able to reset expectations, manage difficult conversations, and maintain trust under pressure - Expert-level negotiation and de-escalation — navigates emotionally and commercially charged situations with composure and precision - Commercially sharp — understands pricing, business models, and the downstream impact of every client decision - High executive presence — equally effective on a live Zoom with a frustrated founder as in a written case summary to leadership - Meticulous documentation discipline — maintains thorough records that support continuity, risk management, and process improvement Benefits - Competitive compensation tied directly to retention, recovery, and expansion outcomes you own - Fully remote — US, UK, UAE, Canada, or Australia - Full-time, stable role at a profitable bootstrapped company — no runway anxiety, no pivots every quarter - Direct line to senior leadership that has built and scaled products past $100M in revenue - Real growth track — perform in this seat and the scope expands: team lead, broader Special Operations ownership, or a cross-functional senior role

Role Description The core mission of the Operation Support Associate is to provide helpful information, answer questions, and respond to client's complaints. The main goal is to act as a frontline and offers proactive assistance to the customer in a timely manner. - Responding promptly to client inquiries - Communicating with clients through various channels - Acknowledging and resolving client’s complaints - Possessing a thorough knowledge of our products - Documenting all client’s interactions, transactions, comments and complaints according to standard operating procedures - Communicating and coordinating with colleagues as necessary - Escalating concerns through known escalation paths - Providing feedback on the efficiency of the client service process - Ensure client satisfaction and provide professional client support - Assist with merchant technical integration - Take an active part in the monitoring of day-to-day operations Qualifications - Aligned with our values of Belief, Positivity, Accountability & Ownership, Speed and Execution - Proven customer support experience or experience as a client service representative - At least 1 year of Customer Service Experience for English-speaking businesses/clients/customers, preferably in e-commerce or similar businesses - Track record of over-achieving quota - Customer orientation and the ability to adapt/respond to different types of characters - Excellent communication and analytical skills - Ability to multi-task, prioritise, and manage time effectively - Knowledgeable/proficient in using spreadsheets (preferred) - Strong e-commerce or PSP customer service background - Experience in using MS Office, G-Suite, Zendesk or similar tools - Genuine care for customers & clients - Outstanding written and verbal communication skills, email and chat etiquette - Proactive personality and self-motivated - Initiative-led with the ability to multi-task and be detail-oriented in a fast-paced environment - Proven to be organized, methodical and rigorous - Strong computer skills in eCommerce/PSP applications and the ability to learn new applications quickly - Team player, able to develop great relations with co-workers and stakeholders (externally & internally) - Willingness to work on shift schedules Benefits - Receive a competitive salary - Be enrolled on our Employee Share Option Scheme - Get the opportunity to be part of a rapidly growing business, providing an unrivalled opportunity to develop your skillset - Be part of a collaborative, values-led team that is working hard to revolutionise payments in emerging markets - Receive additional benefits as we grow Company Description As a Valuable Payfuture Partner, you will: - Receive a competitive salary - Be enrolled on our Employee Share Option Scheme - Get the opportunity to be part of a rapidly growing business, providing an unrivalled opportunity to develop your skillset - Be part of a collaborative, values-led team that is working hard to revolutionise payments in emerging markets - Receive additional benefits as we grow Our Hiring Process - We review applications to screen for a variety of criteria - A quick chat with one of our Recruiters to get to know you a little better - An assessment round - An interview with our Assistant Operations Manager, learning more about your technical and team experiences - We make you the Offer!

Role Description We are looking for bright, motivated, and inquisitive minds to join our Kroll Responder monitoring and response team who are experienced in and passionate about modern cyber threat hunting and active response. Our Associate Principals use leading endpoint detection and response tools to rapidly identify, investigate, and respond to threats and threat actors impacting systems and networks around the globe every day. - Perform ongoing threat hunting, analysis, containment, and remediation of threats identified through advanced endpoint detection and response (EDR), endpoint prevention (EPP), SIEM, and related security tools. - Collect and review relevant forensic artifacts to identify root cause and understand nature of threats. - Develop and communicate written and verbal threat reports associated with events to customers. - Assist in ongoing research, development, and testing of enhanced threat detection and response tools, techniques, and indicators. - Support incident engagement teams with active intrusion detection and response tasks. - Conduct threat research, forensic analysis, and basic malware analysis of threats. - Actively participate in related client meetings and teleconferences. - Assist clients with questions regarding threat detections, EDR tools, deployment, and maintenance. Qualifications - Bachelor’s degree or higher in Computer Science, Cyber Security, Computer Engineering, or similar technical degree. - Minimum 5 years’ experience in threat hunting, detection, and response or equivalent experience. - Ability to respond rapidly, multi-task, and communicate effectively both verbally and in writing with customers, team members, and engagement managers. - Highly motivated, tenacious, assertive problem solver with a desire to analyze root cause and reach effective conclusions to active intrusions and incidents on an ongoing basis both individually and as part of larger response teams. - Solid understanding of Windows operating system fundamentals, architecture (File System, registry, processes, binaries, DLL’s, etc.) and administration concepts. Similar understanding of MacOS and/or Linux a plus. - Prior experience actively using endpoint threat detection and response (EDR) products to investigate threats such as SentinelOne, Crowdstrike Falcon, VMWare Carbon Black, Microsoft Defender for Endpoint, Cortex XDR, Trend Micro XDR, or others. - Understanding of common threat actor techniques, malware behavior and persistence mechanisms. - Working knowledge of various scripting languages and tools (PowerShell, Python, VB, Yara). - Working knowledge of TCP/IP and related networking concepts. - Prior experience using Splunk or other SIEM solutions, intrusion detection solutions, or related security products. - Relevant cyber security certifications including CISSP, GCIA, GCIH, GCFA, GMON, or GREM a plus. - Excellent written and verbal communication skills. - Availability for occasional after-hours, weekends, and/or holiday work in response to active incidents. Requirements - In order to be considered for a position, you must formally apply via careers.kroll.com. Benefits - Kroll is committed to creating an inclusive work environment. - We are proud to be an equal opportunity employer and will consider all qualified applicants regardless of gender, gender identity, race, religion, color, nationality, ethnic origin, sexual orientation, marital status, veteran status, age or disability.