• 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.

• Get every weekly resource where it needs to be before class. • Upload workbooks, workshops, homework, and solutions to the LMS, student Google Drive folders, and Podia. • Replace files when final versions land, hold future-week files until they are due, and check availability daily so nothing is missing when a class starts. • Own the annotation flow end to end. • Upload workbook and workshop annotations, manage merged annotations, keep the LMS and Drive in sync, and track each one through to completion. • Run the consultation workflow. • Handle roster changes, tutor availability, missed-session checks, manual bookings, and student follow-ups, and close consultation tickets within a business day. • Own class and consultation scheduling. • Build and modify class, consultation, intensive, and Queensland sit-in schedules, catch clashes before they reach a class, and escalate what you cannot resolve with clear context. • Read the class efficiency data and act on it. • Review the fortnightly numbers to spot classes that are under-capacity, over-capacity, or missing a tutor, and bring the Head of School a clear recommendation to split, merge, or adjust. • Keep the schedules and print orders accurate. • Track attendance and clear the follow-ups.