• 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.

Role Description We are seeking a Project Coordination Analyst to join our Corporate Team . This is a unique opportunity for an entrepreneurial, highly driven person with a well-rounded skill set to join the Corporate Team, whose responsibilities extend beyond those of traditional project coordination. The ideal person for this role will need to not only have a strong grasp of project coordination, analysis, and cross-functional support, but also be flexible and a strategic thinker able to take on a variety of tasks. Responsibilities - Project Setup & Validation: Receive and set up new projects/assignments across multiple systems, ensuring all provided information is accurate and complete. - Project Maintenance: Manage and update project details, including following up with relevant stakeholders to obtain missing or revised information. - Status & Billing Oversight: Maintain accurate project statuses and ensure invoicing and payor details are kept up to date. - Access Management: Provide employees with appropriate access to projects/assignments across various platforms. - Communication Support: Answer incoming calls via the call queue and respond to project setup requests received through group email. - Special Projects: Provide support for ad hoc and strategic initiatives as needed. Qualifications - High school diploma or equivalent, and at least 3 to 5 years of administrative or insurance-related experience. - Proven background in administrative support, including accurate data entry and data management. - Proficiency in Microsoft Office applications (Excel, Word, Outlook, etc.) with the ability and willingness to learn new technologies. - Demonstrated job stability and reliability. - Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. - Strong organizational and time-management skills with the ability to consistently meet deadlines. - Excellent written and verbal communication skills with a professional, approachable style. - High level of accuracy, attention to detail, and thoroughness in all tasks. - Collaborative team player who contributes positively to team dynamics. - Must reside in the United States and in the Eastern time zone. - Ability to work flexibly, including occasional evenings, weekends, or holidays during high-volume periods or CAT (catastrophe) events. Requirements - Bachelor's degree preferred. - Experience in insurance claims, including intake and claims management. - Prior experience in the insurance sector and familiarity with dispute resolution processes is highly desirable. Benefits - Flexible work environment allows employees to work remotely, when needed. - Medical, Dental, and Vision Insurance.