• Oversee and manage daily front-end operations of the organization • Serve as a primary point of contact for clients, families, and referral sources • Communicate with doctors, clinics, and other healthcare professionals regarding referrals and documentation • Support sales and growth efforts through relationship-building and follow-ups • Conduct interviews and assist in hiring front-facing or operational staff • Ensure smooth coordination between intake, scheduling, clinical, and administrative teams • Monitor workflows to ensure efficiency and high-quality service delivery • Handle escalations or client concerns in a professional and solution-oriented manner • Track key operational metrics and provide regular updates to leadership • Assist in developing and improving operational processes and systems

• Own and manage all customer service communications across channels • Resolve inquiries, complaints, refunds, replacements, and subscription issues • Track deliveries and open claims with carriers; manage investigations and follow-ups • Maintain a detailed log of customer issues and resolutions • Create and manage orders across Shopify, Amazon, and TikTok fulfillment workflows • Monitor inventory, subscriptions, and fulfillment exceptions • Pull and analyze reports across sales platforms • Manage out-of-stock workflows and operational follow-ups • Coordinate wholesale orders across direct, online, and broker channels • Track shipments and delivery confirmations • Maintain relationships and follow up with accounts for reorders • Support vendor outreach and distribution expansion • Monitor internal operations hub (inventory, tracking, fulfillment data) • Liaise with warehouses to resolve issues and submit support tickets • Manage invoices and ensure weekly payment tracking • Support calendar management and administrative coordination • Manage affiliate and influencer tracking sheets • Coordinate outreach, follow-ups, and content workflows • Maintain ongoing relationships with partners

• Deal Structuring: Act as the primary point of contact for Sales to provide guidance on pricing, commercial terms, and complex deal structures. • Approval Workflow: Enforce and streamline the quote-to-contract approval process, ensuring all deals comply with internal policies. You will facilitate approvals for high-stakes deals, ensuring the CFO or VP of Sales has the context and data needed for rapid sign-off. • Contract & Pricing Integrity: Review Order Forms, contracts, and quotes for accuracy before they are sent to customers. Ensure quotes meet minimum margin or MRR requirements and that aggressive discounting is justified by strategic value. • Guided Selling: Assist the sales team in selecting correct product bundles and SKUs, ensuring mandatory add-ons are included and pricing dependencies (like volume-based tiers) are triggered accurately. • Custom Terms Audit: Identify and flag custom requests, such as non-standard payment terms, free trial clauses, or custom SLA commitments. • SOW & Quote Reconciliation: Verify that the Technical Scope matches the Commercial Quote by cross-referencing Presales Statements of Work (SOW) with Order Forms to ensure consistency. • Technical Validation: Confirm that the products or packages (SKUs) selected by the Account Executive are commercially accurate and technically consistent with the opportunity's constraints. • CPQ Support & Hygiene: Serve as the subject matter expert for Sales reps navigating the CPQ environment, providing real-time troubleshooting for configuration errors. Partner with RevOps to ensure the CPQ tool reflects the latest price books and discounting rules. • Process Improvement: Identify bottlenecks in the sales cycle and implement automated workflows to reduce friction for the sales team. • Regional Commercial Liaison: Act as the primary Deal Desk point of contact for strategic LATAM-based partners. • Bilingual Support: Provide high-touch support in Spanish (Required) and Brazilian Portuguese (Strongly Preferred), translating complex commercial logic into clear guidance for partners and local sales teams to accelerate sales cycles, including for complex RFPs and open bids.

• Design, build, and maintain internal tools that improve team efficiency and data accuracy • Automate repetitive or error-prone workflows across customer support, onboarding, sales, and finance • Manage and maintain integrations between systems (e.g., CRM, billing platforms, product data) to ensure reliable data flow • Lead efforts to triage and troubleshoot customer-related issues in partnership with internal teams • Support engineering initiatives for the AI Product team • Define, document, and standardize business data processes and data lineage across systems • Build dashboards, scripts, and data pipelines to improve reporting accuracy and visibility • Partner with business operations stakeholders to understand pain points and translate them into scalable engineering solutions