• You will be responsible for organizing, uploading and analyzing clients' campaigns. • In addition, you will send reports, communicate via group chats and calls, and hold follow-up meetings as well as meetings to obtain access to clients' ad accounts.

• Handle all SAC inquiries originating from the Chilean market (WhatsApp, email, marketplaces) and ensure customers receive appropriate support through empathetic, human-centered service. • Execute triage and cosmetovigilance workflows defined by Quality Assurance (GQ), collecting evidence (batch photos, expiration date, invoice, product video) prior to any authorization of reverse logistics. • Validate product provenance by consulting the company's traceability system and cross-referencing with official sales channels in each country. • Forward suspected adverse reaction cases to GQ for technical analysis and escalation to healthcare professionals, following established severity criteria (mild and severe). • Record and document all cosmetovigilance cases originating in each country in accordance with GQ protocols. • Notify suspected adverse reactions to the competent local regulatory authority (ISP/ANAMED in Chile, ANMAT in Argentina, and equivalents in other countries) in coordination with GQ. • Prepare periodic service and cosmetovigilance reports by country for GQ, including indicators on volume, types of occurrences and trends. • Advise consumers in each country on official purchase channels, identification of genuine products and fraud prevention. • Act as the local SAC liaison during inspections or requests from regulatory authorities, always aligned with GQ. • Support communication with local marketplaces in each country (Falabella and Mercado Libre Chile; Mercado Libre Argentina; Amazon; etc.) for fraud handling and takedown requests. • Adapt scripts, FAQs and service materials to the cultural, regulatory and logistical particularities of each LatAm country. • Maintain the SAC knowledge base with up-to-date market-specific information (official sales channels, local carriers, delivery particularities, regulatory milestones).

• Create daily, weekly, and monthly forecasts of expected workload volumes. • Review and communicate overtime needs and staffing risks to leadership based on incoming volumes, starting tasks the day they are received/created, and not missing SLAs on any task. • Complete Customer Support weekly schedules including daily coverage for customer demand, as well as training and upskilling coverage, team huddles, etc. • Support schedule adjustment requests from associates throughout the day and communicate adjustment trends with leadership. • Complete trend analysis on volumes and propose actionable recommendations based on data to address operational needs. • Ensure all Customer Success teams and queues are appropriately staffed throughout the day, adjusting for sudden shifts in workload or changes in priorities. • Monitor phone, chat and case queue coverage to ensure customer wait times are limited and work is delegated effectively. • Coordinate proactive cross-team contingency support to maximize overall Customer Success staffing. • Ensure shift schedules align with incoming volume by day-part, and propose adjustments to shift times as needed based on customer demand. • Develop and maintain dashboards and reports for leadership, providing real-time insights into team performance, process bottlenecks, and operational metrics. • Drive Customer Success SLA attainment to meet company objectives. • Organize and execute shift bidding.

• Administer and maintain VMware virtualization environments; • Maintain Linux (Red Hat) servers in high-availability environments; • Monitor, analyze, and resolve infrastructure incidents and problems; • Perform performance analysis and tuning for virtualized environments and Linux servers; • Manage VMware clusters, storage, vMotion, DRS, and High Availability (HA); • Administer firmware and BIOS updates and manage server hardware infrastructure; • Automate tasks using PowerCLI, Ansible, and Bash; • Manage configurations and inventory using Satellite and Puppet.