• Lead day-to-day MDR operations, overseeing case queues, analyst workloads, SLA performance, escalations, and resource allocation to ensure consistent service delivery. • Guide and review incident investigations, validating findings, assessing business impact, recommending response actions, and ensuring appropriate escalation management. • Serve as a key point of coordination during customer and internal escalations, providing clear updates, risk assessments, recommendations, and resolution plans. • Coach, mentor, and develop MDR analysts through case reviews, feedback, skills development, and performance management. • Conduct quality reviews of investigations, customer communications, documentation, and calls to drive operational excellence and continuous improvement. • Analyse operational metrics and dashboards to identify trends, risks, capacity constraints, and opportunities to improve service quality, efficiency, and customer outcomes. • Develop and maintain SOPs, playbooks, workflows, and knowledge-base content to improve consistency and operational readiness. • Provide technical leadership in intrusion analysis, incident response, digital forensics, malware investigations, and threat hunting activities. • Lead response efforts during significant security incidents, ensuring effective coordination, decision-making, and ownership through resolution. • Stay current on threat actor tactics, techniques, and procedures (TTPs), leveraging threat intelligence to enhance investigations, detections, and response capabilities. • Partner with Engineering, Labs, and Content teams to improve detection quality, reduce false positives, and address recurring investigation gaps.

• Be the driving force behind the performance, compliance, and energy of your remote team • Deliver a superior customer experience through meticulous performance management and high-impact coaching • Meticulously monitor performance dashboards, queue health, and individual agent output to ensure strict adherence to KPIs (e.g., SLA, CSAT, Quality Score) and SOPs • Implement a high-energy, structured coaching framework through regular 1:1 sessions • Maintain rigorous, detail-oriented compliance with WFH data privacy and security standards (ISO, PCI) • Expertly utilize remote tools (Scorebuddy, CRM, etc.) to conduct deep-dive analysis on quality, productivity trends, and agent performance • Provide clear, highly detailed, asynchronous updates on campaign health, quality trends, and performance metrics to stakeholders • Serve as a positive, high-energy leader who drives team adaptability to new D2C products, service processes, or tool updates • Effectively manage personal and team adherence to schedules and break compliance within the flexible WFH environment • Assist with basic technical troubleshooting (VPN, access) to keep the team operational

• Be the driving force behind the performance, compliance, and energy of your remote team • Deliver a superior customer experience through meticulous performance management and high-impact coaching • Metaculously monitor performance dashboards, queue health, and individual agent output to ensure strict adherence to KPIs (e.g., SLA, CSAT, Quality Score) and SOPs • Implement a high-energy, structured coaching framework through regular 1:1 sessions • Maintain rigorous, detail-oriented compliance with WFH data privacy and security standards (ISO, PCI) • Expertly utilize remote tools (Scorebuddy, CRM, etc.) to conduct deep-dive analysis on quality, productivity trends, and agent performance • Provide clear, highly detailed, asynchronous updates (Slack, Monday.com, email) on campaign health, quality trends, and performance metrics to stakeholders • Serve as a positive, high-energy leader who drives team adaptability to new D2C products, service processes, or tool updates • Effectively manage personal and team adherence to schedules and break compliance within the flexible WFH environment • Assist with basic technical troubleshooting (VPN, access)

• Lead Daily Operations • Manage a team of Member Support agents across chat, phone, email and SMS. Ensure coverage, adherence to SLAs, and prompt response to all inbound inquiries. • Conduct daily check-ins to align on volume, ticket priorities, and tone expectations. • Coaching and Development • Monitor conversations for quality, tone, and accuracy; deliver actionable feedback. • Lead weekly coaching sessions and identify top performers and improvement areas. • Escalation and Problem Solving • Handle escalated member cases, ensuring swift and complete resolution. • Partner with internal teams (Clinical, Operations, Product) to resolve recurring issues. • Operational Excellence • Track and analyze team metrics such as response time, resolution rate, CSAT, and Average Handle Time. • Collaboration and Reporting • Share key insights and recurring member pain points with leadership and cross-functional teams.