• Consolidar e garantir a qualidade dos dados da operação de suporte. • Definir, acompanhar e evoluir indicadores operacionais (SLA, TMR, TMA, backlog, aging, throughput, entre outros). • Criar dashboards executivos e operacionais para acompanhamento da performance. • Desenvolver análises críticas da operação, identificando desvios, gargalos e oportunidades de melhoria. • Apoiar a liderança na tomada de decisões por meio de dados e indicadores. • Monitorar o cumprimento dos SLAs e a performance das filas de atendimento (N1, N2 e N3). • Elaborar previsões de demanda (forecast) e análises de capacidade operacional. • Padronizar métricas, conceitos e fontes de informação. • Automatizar relatórios e processos de extração de dados. • Atuar na administração e evolução do Zendesk, garantindo qualidade na configuração da ferramenta e confiabilidade das informações. • Promover uma cultura data-driven na operação de suporte.

• Provide first- and second-level remote IT support (helpdesk, chat, or video) to resolve connectivity, device, and application issues and keep downtime low • Manage company devices through an MDM solution including encryption, remote wipe, and security policy enforcement • Run IT onboarding and offboarding: account setup, device provisioning, role-based access and MFA, and full access revocation on the day of separation, in coordination with HR • Monitor and respond to endpoint security alerts and support basic incident response • Maintain IT asset inventory

• Review account activity and make informed decisions using AI-assisted analysis. • Identify suspicious activity and fraud patterns. • Suggest process improvements that could make things more efficient or reduce risk. • Balance compliance with user experience by using AI to process large datasets.

Role Description The Development and Operations Associate (Part-Time) will play a critical role in supporting the internal operations of the Development team by facilitating high-impact fundraising campaigns and partnerships to ensure the long-term sustainability of StartOut. Supervised by the Director of Development, this role will focus on developing and implementing fundraising strategies, collaborating with cross-functional teams to manage large-scale projects, and supporting the frontline fundraisers to advance StartOut’s mission. The position also provides administrative support to the Board of Directors and senior leadership, and manages the organization’s inbox. The ideal candidate will be highly organized and detail-oriented, possess excellent communication and collaboration skills, and have a strong interest in development/operations work. Qualifications - Organized: Proven background in organization and detail orientation. - Proficient in Salesforce: Knowledge of navigating Salesforce or a similar CRM. - Collaborator: Recognized success in creating relationships with cross-functional teams. - Communicator: Proven skill in distilling complex information into compelling narratives. - Operations Management: Experience in managing complex projects and balancing competing priorities. - Service Delivery and Adaptability: Commitment to outstanding service and flexibility in change. - Mission and Culture Alignment: Awareness and support for StartOut’s mission and vision. Requirements - Proficiency with Salesforce (or a similar database system) is preferred. - One-to-two years of successful experience in fundraising or high-level sales. - Corporate fundraising experience is preferred but not required. - Demonstrated ability to work collaboratively in a team-based environment. - Excellent communication, presentation, business development, organization, and computer skills required. - Experience organizing Google Drive. - Knowledge of using AI to augment work is a huge plus. Benefits - $25/hr; 20 hrs per week - Unlimited time off - Professional development stipends - Work from home equipment