• Assist the business development team with day-to-day administrative tasks, such as contracts and data entry • Engage with existing customer base providing excellent customer service and identify revenue generating opportunities • Opportunity to cross sell into existing customer base • Renewal and retention efforts • Assist with onboarding new clients and coordinate necessary information via salesforce • Assist in lead generation activities • Development of reporting

• Support all users of the platform before, during, and after their event • Run regular webinars for event organizers and exhibitors • Help the event team create content for attendees, exhibitors and organizers • Provide online and/or onsite support for events throughout their duration

• Offering assistance to Mailmunch clients and offering solutions to their problems to ensure increased retention and a high level of customer satisfaction • Reduce customer churn by offering a high level of support through proficient product knowledge and quick support through Intercom or demos • Funneling user voice to the product team using our community feedback page and Intercom tools • Take scheduled Zoom calls to offer assistance over screen share • Upsell to existing customers or find new leads and close sales • Identify and execute new strategies to boost MRR • Handling Intercom chats • Taking demo calls • Creating bug reports • Creating feature requests • Maintaining reporting sheets of daily activities • Clearing Compliance reviews • Keeping track of Churn and finding new ways to reduce that churn • Review Bugs reported and check their current status • Update the Feature Requests and where they stand in terms of implementation • Review monthly performance as per manager • Offer ideas on how to improve the overall customer experience • Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

• Own day-to-day customer communication via email (and other channels as we add them) • Support Redemptions as a core part of the role: help execute redemptions end-to-end in collaboration with our AI Assistant, and ensure the customer gets the right outcome • Investigate and resolve issues across our systems (Backoffice, Shop/Orders, tracking & delivery, refunds) • Coordinate special cases with external partners (shops, carriers, vendors) when needed • Keep tickets clean: correct categorization, tags, and clear internal notes so the next person can pick up instantly • Escalate technical or high-risk cases early and clearly (and help define what “high risk” means) • Identify recurring issues, suggest improvements, and help ship better workflows, macros, and Help Center articles