• Own our clients' customer identity, authentication, registration, and onboarding experience for free streaming. • Responsible for the critical first-touch customer journey—from account creation and login through activation and engagement within the free-streaming experience. • Define and execute the product vision, strategy, and roadmap for Identity & Authentication and the free streaming platform. • Balance customer needs, business objectives, technical constraints, and delivery timelines when prioritizing initiatives. • Identify opportunities to improve acquisition, activation, conversion, authentication success, and customer retention. • Champion customer-centric decision-making while aligning product investments with organizational goals. • Drive product strategy and roadmap decisions focused on reducing customer friction and improving activation, engagement, and conversion outcomes. • Partner with engineering and design teams to streamline onboarding experiences and reduce barriers to account creation and content access. • Develop and maintain KPI frameworks for identity and onboarding experiences, including Authentication Success Rate, Account Creation Completion, Onboarding Funnel Conversion, Activation Rate, Subscriber Conversion, and Customer Retention Metrics. • Benchmark DIRECTV experiences against industry leaders and identify opportunities for differentiation. • Use quantitative and qualitative insights to drive continuous product improvement and prioritization decisions.

Role Description Tread is building the infrastructure to take customer onboarding off the founding team's plate — and this role owns the human side of it. As our Implementation & Enablement Lead, you'll coordinate the manual work that gets new customers live, own the content that powers our self-service onboarding system, and get out in the field with the drivers, foremen, and dispatchers who actually use the product every day. This isn't just conference room training — it's showing up where the work happens and making sure the people on the front line are confident and capable. Our customers are spread across the country, and this role is built for someone who thrives in that environment. The model is deliberate. Our ops team builds and maintains the self-onboarding system — this person owns everything that requires a human: the coordination, the content, and the in-person work with customers new and existing. If you want high ownership, a direct line to customer outcomes, and work that takes you out of the office and into the field, this role is for you. Your Impact - Coordinate the Onboarding Motion: Own the manual touchpoints, timelines, and handoffs that move new customers through implementation — keeping every onboarding on track and making sure nothing falls through the cracks. - Own the Enablement Content: Create and maintain the training materials, guides, and content that power our self-service onboarding system — you're the content owner; ops builds the system around what you produce. - Own customer relationships from Closed/Won until their end-to-end platform goals are reached. - Train the Front Line: Get on-site with drivers, foremen, dispatchers, and operators — the people who use Tread every day — and make sure they actually know how to use it with confidence. This is hands-on, in-the-field work with new and active customers alike. - Lead Customer Enablement Events: Plan and host customer events focused on enablement and adoption — from logistics to content to follow-through — for both new and existing clients. - Detect and Recover Stalls: Monitor progress across active onboardings and customer accounts, catch customers going quiet, and intervene early — before a slow start becomes an at-risk relationship. - Own the Metrics That Matter: Drive time to value, onboarding NPS, early churn rate, stall rate, and self-onboarded % — these numbers tell you whether the content is working, the training is sticking, and customers are making it through on their own. Qualifications - Excitement to travel frequently — our customers aren't local and the most important work happens on-site. - 3–6 years in customer implementation, onboarding, solutions consulting, or technical customer success at a B2B SaaS company. - Direct experience training frontline workers — drivers, operators, field teams — not just software users in conference rooms. - Experience running multi-phase implementation projects from kickoff through full adoption — not just go-live. - Strong content creation skills — you can translate complex workflows into clear, usable training materials in partnership with Marketing for design. - Strong project management instincts — you can run multiple customer engagements, coordinate events, and juggle competing priorities without dropping the ball. - Comfortable in any room — as effective with a dispatcher in a truck yard as with an ops lead in a boardroom. Benefits - Own the implementation and enablement motion end-to-end — high ownership, direct impact on retention. - Get out of the office and into the field — this role travels and the work is tangible. - Direct line to retention: the work you do determines whether customers stay. - Small, high-caliber team where the quality of your work is visible. - Fast growth and the chance to define what this function looks like as we scale. Compensation $80,000–$100,000 base salary + bonus. Compensation will be determined based on location, experience, skill set, and alignment with the role.

• Lead and develop a high-performing team of Onboarding Consultants • Own the performance and strategic direction of segments • Drive operational improvements and scalable processes • Influence cross-functional partners for successful outcomes • Act as the subject matter expert for onboarding

Role Description As a Client Care Coordinator, you own the relationship. Not the case. Not the answers. The relationship. Your job is to be the person clients can actually reach — the named contact who checks in, listens, and makes sure no one feels forgotten. You connect clients to the right internal resources, follow up until they are helped, and close every case relationship with the same care you opened it with. Key Responsibilities - Own a caseload of 80–100 active client files as each client's named point of contact. - Conduct a Welcome Call within 48 hours of every new client signing — introduce yourself, set expectations, and make them feel like they chose the right firm. - Make proactive outreach every 2–3 months to every assigned client — not because something happened, but because that is the standard here. - Listen at every touchpoint — when a client shares something, find the right internal resource, personally make that connection, and follow up until they are helped. - Brief the case team when a client enters pending status — communicate personality, communication preferences, language needs, and any sensitivities. - Conduct the Closing Call at case resolution — honor what the client went through and close the relationship with care. - Document every client interaction in our case management system within 24 hours — no exceptions. - Flag distressed, disengaged, or confused clients to your Senior Client Care Coordinator immediately — do not wait and see. Qualifications - Fully bilingual in English and Spanish — written and verbal (required) - Strong interpersonal and communication skills - Highly organized with the ability to manage a large, active caseload - Experience in client-facing roles, preferably in legal or immigration - Familiarity with Filevine and Hona is a plus — or a genuine readiness to learn both quickly - Ability to work in a fast-paced, high-volume environment without losing the human touch Benefits - Be part of a mission-driven immigration law firm making a meaningful impact on clients' lives - Work in a collaborative, supportive environment where your contributions are recognized - Grow your career in the legal field alongside a team committed to excellence and compassion Equal Opportunity Employer Statement Rivas & Associates is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.