• Deliver outstanding customer support via emails and calls; • Follow internal procedures and SOPs; • Collaborate with internal teams to ensure efficient issue resolution; • Handle sensitive customer data with care and security; • Apply the latest and greatest customer happiness practices; • Maintain deep understanding of client solutions and meet KPI; • Communicate with developers and cross-functional specialists.

• Realizar o atendimento e a mediação dos casos mais complexos, críticos ou que envolvam riscos à marca, vindos da Ouvidoria e Reclame Aqui; (via telefone, chat, WhatsApp, e-mail e RA). • Negociar acordos e planos de retenção, visando manter o cliente ativo na base sem comprometer a sustentabilidade do negócio; • Articular com as áreas parceiras (Comercial, Suporte, Desenvolvimento, etc.) a resolução ágil dos casos, atuando como o facilitador entre a necessidade do cliente e os processos internos da empresa. • Identificar e sinalizar para a liderança os problemas crônicos ou falhas de processos que estão gerando reclamações repetitivas; • Contribuir ativamente para a manutenção dos indicadores operacionais da área (como índice de solução e reputação Reclame Aqui); • Propor melhorias práticas nas ferramentas de atendimento, fluxos de trabalho e scripts de comunicação da equipe; • Participar de treinamentos e reuniões de resultados, apoiando a liderança na construção de planos de ação operacionais.

Role Description The IT Support Lead for APAC will play a crucial role in guiding and managing the IT team, ensuring the efficient delivery of services and support. This position involves: - Overseeing technical projects and troubleshooting issues. - Maintaining robust network security. - Collaborating with other departments to align IT strategies with overarching business goals. - Fostering seamless integration and optimal performance across the organization. Qualifications - Must have 2+ years of experience as an IT Team Leader or Manager. - 4+ years of IT experience with exposure to various facets of IT, including end-user support, security, networks, remote environments, and access management. - 1+ year of managerial or project leadership experience. - Previous IT logistics experience in the Philippines or within the APAC region is preferred. - Experience in a SaaS-centric environment utilizing Office 365 or Google Workspace, Slack, MDMs, and other cloud management tools to support 400+ team members. - Background in supporting both Mac and Windows environments for end-users. - Ability to think creatively and anticipate challenges without requiring additional supervision. - Excellent verbal and written communication skills, suitable for both technical and non-technical audiences. - Organized and detail-oriented. - Ability to multitask effectively. - Capability to make decisions under pressure with little or no supervision. - Relevant certifications such as CompTIA A+, Cloud+, or Security+ are preferred. - Experience in Information Security, including certifications like CISM or CISSP, is preferred. - Must have a working laptop/pc and internet and back-up connection. - Agile professional who excels in a fast-paced environment and thrives on continuously pivoting strategies to drive business needs forward. Requirements - Oversee daily activities, including ticket management and strategic projects, ensuring smooth operations. - Facilitate seamless communication and collaboration between IT teams in the APAC region and the United States. - Configure networks, manage Google Workspaces, and provide end-user support. - Refine onboarding and offboarding procedures to ensure employees are productive from day one. - Champion security improvements, securing hardware and systems while providing daily hands-on support to users and the team. - Maximize vendor value and impact by managing new and existing vendor relationships. - Handle hardware procurement logistics, shipping/receiving, and repairs/upgrades for APAC staff. Benefits - Career Growth: Advance with mentorship programs, leadership academies, and opportunities to shape company culture and DEI initiatives. - Flex Fridays: Adjust your 40-hour week to enjoy a full or half day off on Fridays. - Remote-First Culture: Work from the comfort of your home. - Paid Time Off: Enjoy 14 days of annual paid time off, plus all regular Philippine government-declared holidays to unwind and recharge. Plus 5 additional days after 1 year. - Comprehensive Coverage: Full enrollment in Philippine statutory benefits: SSS, PhilHealth, and HDMF. - Healthcare: Corporate HMO Plan for all full-time PH employees upon completion of two months of tenure. - De Minimis Allowance: Enjoy a monthly rice subsidy, following government guidelines. - Wellness Perks: Access the Headspace app to support your well-being. - Speaker Series Bonus: Present in our monthly speaker series and earn a bonus.

Role Description We’re looking for a Sr. Specialist, Digital Advertising to join our team. In this role, you’ll be a tactical expert in the digital advertising space, with working knowledge of advertising platforms and industry trends, and will be responsible for delivering quality analytical oversight for our client accounts in the automotive vertical. Their tactical responsibilities will directly align with company goals and key results. - Help Catalyst IQ deliver best-in-market digital advertising by continuing to diversify and enhance our digital offerings and tactical approach, with an emphasis on VIN-level vehicle products; hypothesize, test, evaluate and deliver insights and improvement recommendations. - Sit on client calls and speak confidently to their account performance, make recommendations and handle real-time questions. - Stay up to date on new industry trends and technical changes across platforms, and develop a point of view and response on behalf of Catalyst IQ. - Analyze a vast data warehouse and help to distribute key findings to Sales & Account teams to better present Catalyst IQ’s value on various accounts and dealer groups. - Provide the broader digital advertising team with the tools to improve efficiency and troubleshoot problems on the day-to-day. - Support the team with daily deliverables and ticket queues; be a resource to help navigate the tougher problems and requests from Sales/Account teams & clients. Measurements of Success - Expertise: You are on the cutting edge of our services, and you aid your team’s adoption of these services to drive results and connect task-level execution with client-level goals. - Client-First Results: Your impact is felt directly, making sure clients are happy and that performance is strong across programs and accounts. Make yourself present and reliable. Be quick to offer up solutions, recommendations and tools for others to use to continue to push Catalyst IQ’s growth. - Accuracy: You rarely make mistakes. When you do, you can proactively communicate them to your manager, own up to them, and ensure that the same mistake never happens again. - Internal Communication: In-person and across mediums, communication is handled professionally and appropriately. You are viewed as a trusted resource across teams and within the company thanks to your ability to successfully set and manage expectations. - Workload Management: Deliverables are successfully aligned with team goals, client goals and objectives; roadblocks or delays are managed appropriately and proactively. You’re able to balance big-picture projects and detail-level tasks that drive the business forward and keep the focus on client success. - Thought Leadership: You actively participate in making Catalyst IQ better – for our clients and for our teams. We can count on you to push the status quo, find innovative solutions, and promote creative thinking. Qualifications - Bachelor’s Degree in related field or equivalent experience. - Minimum 4 years of experience in digital advertising. Account management, sales or digital advertising operations experience is a major plus. - Google Ads and Google Analytics Certified. Requirements - Strong Digital Advertising expertise in the following: Search, Social Media, Display, Performance Max, CTV/OLV. - Including platform experience in: Google, Facebook, DV360, Google Analytics, Google Merchant Center, Google Tag Manager, Amazon. - Strong analytical mind with the ability to interpret digital ad campaign performance and trends, and speak to them confidently. - Heavy emphasis on mid-to-low-funnel Conversion / Lead delivery. - Proactive mindset, always looking for the next problem to solve. - Seamless collaborator and facilitator of new ideas and projects. - Confident communicator and speaker, able to articulate clearly both in a team environment and in front of clients. - Ability to organize and prioritize time and workflow in a fast-paced, demanding environment. - Ability to work independently on concurrent tasks under tight deadlines. - Quick learner with ability to apply learnings to key company goals. - Strong Microsoft Excel skills.