• Coordinates day-to-day activities within brokerage operation and works for the implementation and enhancement of operational procedures. • Prepares cover letters as needed by the broker for marketing renewal business and provides essential administrative support in tasks. • Administers and updates client information in all necessary systems accurately. • Maintains well-organized technical documentation for client accounts, transactions, and relevant documentation, ensuring compliance with record-keeping regulations. • Performs customer service functions by answering broker requests and questions by telephone, email, chat, or in person. • Prepares and analyzes compliance reports associated with brokerage operations and collaborates with internal stakeholders to meet business requirements. • Maintains compliance with regulatory requirements and internal policies and ensures the coordinators are adhering to policies. • Recognizes and mitigates operational risks, collaborating with risk management teams to implement control measures. • Supports ad-hoc business requests and engages other coordinators as needed. • Supports the coordinators on their deliverables and suggests ways to improve their performance.

• Responsible for operating evoTrip’s Japan platform year-round • Focus on Snow and Mountain Biking trips • Grow the Japan Trips offering into a year-round adventure platform in Japan • Blend product development, vendor management, and operational leadership to deliver premium guest experiences while scaling efficiently • Collaborate closely with evo’s North American team to refine products and evolve trip offerings in Japan for North American guests

• Hire the right agents, and un-hire when performance doesn’t meet the bar • Manage day-to-day operations and maximize team efficiency • Oversee and develop a team of online agents • Conduct training, coaching, and evaluations • Handle escalations and daily issues—internally and externally • Promote high performers, demote or exit low performers • Collaborate with other departments to improve systems and processes • Use data and dashboards to make decisions, spot gaps, and drive improvements

• In collaboration with the Virtual Center Manager, the Operations Supervisor supports the management of the Representative team, ensuring the efficient and effective delivery of services and engagement of a motivated employee workforce. • The Operations Supervisor provides leadership and guidance to the Representative staff, ensuring they are well-versed in interacting with and responding to complaints, support, sales, and service. • The Operations Supervisor fosters an environment where staff are motivated and connected to the organization's mission. • Ensures that superior service quality is delivered to all customers and trained on all customer support lines. • Provides escalation support for agents relating to customer needs, feedback, queries, complaints, requests and outages. • Collaborates with Virtual Center Manager to ensure all key performance metrics are consistently met or exceeded to ensure program success. • Maintain and encourage a positive remote work environment. • Tracks and communicates with the Virtual Center Manager on schedule creation and changes and needs not limited to supplies, equipment and maintenance. • Promotes good attendance while projecting a professional image. • Provides all kinds of support, as needed, to customers, including but not limited to answering questions, providing technical support, taking or tracking orders, handling or resolving billing issues, making sales calls, collecting information, and performing surveys. • Monitors real-time queue and works with Team Leaders and Virtual Center Manager to adjust schedules to ensure inbound customer calls are handled as a priority. • Provides continual evaluation of processes and procedures and suggests methods to improve operational efficacy and service to both internal and external customers and vendors. • Provides administrative support. • Ensure compliance with company policies and regulations. • Other duties as assigned.