• Fully own a part of our supply chain. That includes any projects, requests from other functions, headcount planning, helping the team realise its full potential and making it future-proof • Managing a team of Ops Associates • Managing communications with vendors & customers • Managing escalations from the team and solving logistical issues • Setting and tracking team metrics • Make sure all goals are reached • One-on-one meetings with your direct reports and with your manager

• Review incoming requests, understand what is being asked, identify missing information or potential issues, and assign the request to the correct team, group, or individual. • Handle supported order edits and admin-related requests from Sales, ISAs, Campus Managers, and Order Processors using approved tools and workflows. This requires accuracy, strong documentation habits, and careful attention to detail. • Support Sales through Freshchat by helping review conversations, answer or route questions, and make sure Sales-related concerns receive prompt and clear assistance. This function is similar to Customer Experience support, but focused mainly on helping the Sales Team. • Assign requests to the correct team, group, or individual based on request type, urgency, and scope. • Analyze requests carefully to identify missing details, unclear instructions, potential blockers, or incorrect routing. • Communicate with Sales, Art, Operations, Admin, Tech, Finance, and other internal teams when clarification or follow-up is needed. • Support eligible Admin tasks and order edits with accuracy and proper documentation. • Assist Sales through Freshchat by responding to or routing questions and concerns appropriately. • Handle urgent or rush requests with strong judgment and a sense of urgency. • Document actions taken on tickets clearly, including notes, updates, and screenshots when needed. • Escalate requests to the correct team when the issue is outside Triage scope or requires deeper support. • Maintain clean workflows by helping prevent duplicate work, unclear ownership, and unnecessary delays.

• Give every family a fast first response • Resolve the query fully • Reply with warmth • Clear your queue to zero, daily • Keep records clean • Own the follow-through

• Own triage and the queue. • Clear every triage window with zero unassigned queries, hold the fifteen-minute first-response standard, and drive the pod's queue to zero daily, approving and tracking carry-overs yourself. • Hold platform coverage. • Keep Missive, Podium, and the ticket queue covered at all times, with a trained backup actively carrying every responsibility. • Run pod quality and audits. • Audit enough of the pod's work to catch error patterns early, flag them within the day, and keep every resource current. • Develop the pod. • Train every member across all query types, and put a documented plan behind any gap. • Stay reachable and report up. • Respond to your pod, your lead, and stakeholders inside fifteen minutes, and send your pod's numbers up on schedule. • Flag capacity early. Raise volume that outruns the pod at the first sign, so staffing and routing get sorted before families wait.