• Calculate tax liabilities; • Generate and submit municipal and state tax filings; • Respond to inspections from state, municipal, and federal tax authorities; • Resolve outstanding issues with tax authorities; • Plan and set targets together with the accountant for the fiscal week; • Guide and train team members on tax calculations and procedures; • Assist and advise clients; • Perform tax analyses.

• Perform calculation, analysis and reconciliation of direct and indirect taxes (federal, state and municipal), ensuring compliance with current legislation; • Ensure accurate submission of statutory tax filings (EFD ICMS/IPI, EFD Contribuições, DCTF, ECF, among others); • Operate, configure and validate data in different ERP systems, according to each client's environment; • Maintain direct client relationships, conducting technical alignments, answering queries and providing guidance on tax processes; • Support clients across various segments and levels of complexity, including companies with tax incentives (TTD); • Actively contribute to continuous improvement of tax processes, standardization and BPO best practices; • Provide technical support to the team regarding changes introduced by the Tax Reform, monitoring updates and operational impacts.

• Ensure that all teams and areas across the organization effectively adopt agile practices, promoting continuous improvement across processes. • Facilitate the removal of high-impact impediments that affect multiple teams or departments, helping to create a collaborative and productive environment. • Work closely with team leaders and stakeholders to ensure alignment between business needs and agile team deliveries. • Assist in defining relevant metrics and KPIs to track the organization’s agile progress, such as lead time, cycle time, and other performance indicators. • Coordinate and support the implementation of large-scale agile frameworks, such as SAFe, LeSS, or the Spotify model, when applicable. • Promote an agile culture across the organization, encouraging the adoption of agile principles and a mindset shift toward greater collaboration and results orientation. • Facilitate workshops, training sessions, and coaching for leaders and teams, developing agile competency at the organizational level. • Foster collaboration among cross-functional teams and with external areas (such as IT, Product, Marketing, etc.), ensuring smooth workflows and alignment of deliveries. • Monitor the implementation and evolution of agile practices, adjusting processes as needed to ensure the effectiveness of the adopted framework.

• Monitor and evaluate key performance indicators (KPIs) related to customer experience, such as satisfaction, loyalty, retention and NPS (Net Promoter Score). • Map, analyze, diagnose and continuously update the end-to-end customer journey, with a surgical focus on critical moments: First Use (first value), Onboarding, retention and habit formation. • Develop and implement strategies to improve customer communication and engagement throughout their journey. • Propose and deliver training/presentations for the customer service team to improve service skills and the ability to provide an exceptional experience. • Monitor market trends and best practices in customer experience for legaltechs and continuously implement innovations/improvements to our customer journey. • Prepare management reports and dashboards on customer experience, providing actionable insights and strategic recommendations to the Executive Board. • Propose and implement customer loyalty and retention programs. • Act as the technical and strategic bridge between the customer and internal areas, translating mapped pains and behaviors (Voice of the Customer - VOC) into detailed action plans and clear guidance for Product (usability), CS Marketing (education and communication) and CS (support) teams. • Interview internal and external customers about interaction flows during the journey. • Diagram customer journeys and constantly review the support/service flow to propose actions focused on retention.