• Greet visitors and clients with a professional appearance and a smile • Answer incoming phone calls • Manage appointments and scheduling reservations • Promote and sell products and treatments, achieving sales targets and goals • Respond to inquiries and provide information to clients • Process payments and maintain accurate sales records • Maintain a tidy and organized front desk area • Assist with administrative tasks such as data entry, filing, and photocopying

• Oversee daily SOC operations and monitor the health of the alert and ticket queue • Balance workloads across SOC team members to ensure efficient operations • Act as Incident Commander during critical or high-impact security incidents • Lead communications with customers, internal IT teams, and executive stakeholders during major incidents • Ensure the team consistently meets SLAs for triage, response, escalation, and resolution • Remove technical, operational, or cross-functional blockers impacting investigations • Serve as the highest point of operational escalation for the team or shift • Review handoff logs and ensure continuity across shifts • Lead, coach, and develop SOC staff across multiple experience levels • Conduct regular 1-on-1 meetings focused on performance, growth, and career development • Manage shift schedules, coverage plans, on-call rotations, and time-off requests • Build training plans and support skill development for junior and mid-level analysts • Conduct regular QA reviews of closed, escalated, and high-impact tickets • Ensure SOC documentation is accurate, complete, professional, and audit-ready • Identify recurring quality issues or knowledge gaps across the team • Provide clear, actionable feedback to improve analysis quality and communication • Enforce the use of approved playbooks, SOPs, and standardized workflows • Analyze SOC metrics such as time to triage, time to contain, response efficiency, and queue aging

• Liderar e desenvolver a equipe de Implementação com mentorias, feedbacks, 1:1, Avaliação de Desempenho, focando na melhoria de performance do time; • Estruturar processos de onboarding para novos clientes, focando em entregas de valor e orientando os clientes sobre o melhor uso das soluções que eles compraram; • Promover processos de onboarding que foquem em entregas de valor e que os clientes alcancem seus objetivos e tenham uma experiência positiva nas ao utilizar o produto e nas consultorias adquiridas; • Garantir que a passagem de bastão entre Comercial e CS seja realizada da melhor forma; • Atuar na mediação do meio de campo com demais times (Customer Experience, Comercial, Financeiro) para resolução de problemas e alinhamentos necessários.

• Live monitors chat/text queues and counselor adherence to policies/practices ensuring smooth service delivery. • Observes, documents, and reports feedback in the end-of-shift email and to Program Coordinators related to on-shift counselor performance. • Locates appropriate resources for crisis chat and text counselors while they are on a chat or text. • With support from the On-Call Supervisor, may make the determination of mandated reports and sending rescue to chat or text visitors. • Reports platform issues and other tech issues to program leadership and acts as the primary communication link between frontline staff and leadership, ensuring that operational incidents and challenges, employee concerns, clinical compliance requirements are properly documented and escalated. • Initiates debriefing sessions with crisis chat and text counselors after they have taken a chat or text. • Identifies crisis chat and text counselor training needs and provides individual support. • With support from Program Coordinators, monitors chat/text answer rates to ensure they remain at or above 95%. • Attends routinely scheduled meetings as requested or required for the Suicide Prevention Center and/or Didi Hirsch. • Fosters a positive and supportive work environment. • Takes chats and texts as needed to support program needs. • May participate in outreach and media related activities. • May participate in SPC training activities.