• Monitor the pool area and enforce safety rules to prevent accidents and injuries. • Maintain constant surveillance of swimmers and act immediately to provide assistance or initiate rescue procedures when necessary. • Respond promptly and effectively in the event of water-related emergencies, including drowning, injuries, or other medical situations. • Administer first aid, CPR, or any other necessary life-saving techniques as trained. • Enforce pool policies, rules, and regulations to maintain a safe and orderly environment. • Communicate rules to patrons and take appropriate action to address violations or unsafe behaviors. • Provide excellent customer service to all individuals using the aquatic facility.

• Design and implement automated customer support flows; • Map the main journeys of Helppers and customers and identify friction points that can be resolved with automation; • Configure, train and improve AI agents to assist Helppers and customers across channels (WhatsApp, email, social media, Reclame Aqui, and others); • Build knowledge bases, prompts and contexts so the AI responds accurately, in Helppi’s tone of voice and with empathy; • Monitor the quality of AI responses, identify gaps and continuously improve to increase automated resolution without sacrificing experience; • Define clear hand-off criteria between AI and human support: when to escalate and to whom; • Structure and maintain the ticketing operation: categorization, SLAs, queues, prioritization, routing and reporting; • Configure the helpdesk tool (rules, internal automations, macros, integrations) to enable the team to work productively; • Track support metrics (response time, resolution time, CSAT, reopen rate, AI resolution rate) and propose improvements; • Evaluate, test and implement new tools that increase the support operation’s capacity; • Document processes, flows and configurations to ensure continuity and clarity for the team.

• Lead ICAP for Europe, ensuring compliance, accuracy, and efficiency in all investment and contract approval processes • Perform quality control checks on all ICAP submissions • Provide technical support to local teams • Deliver periodic training on ICAP processes to colleagues across the region • Drive process improvements, managing suggestions and escalating insights to Global Headquarters (GHO) • Manage Regional Product ICAP Reviews • Oversee post-investment review data collection • Perform month-end Real Estate controlling tasks • Oversee capital investment approvals and contract approvals

• Independently and proactively coordinate and manage certain project management activities, resources, equipment and information to support client and company for project/service solutions. • Manage member activities including contracting and invoicing processes including client-specific member spend reporting. • Liaise with clients to identify and define requirements and objectives. • Independently monitor project progress, identify risks and issues, and recommend mitigation strategies, escalating to the Project Manager as appropriate. • Manage client communications related to assigned project components, exercising judgment in responding to requests and resolving issues within defined scope. • Lead and manage end to end planning and facilitation of internal and external project meetings, including determining appropriate meeting structure, participants, and objectives based on project needs. • Synthesize meeting discussions into clear, actionable summaries that identify risks, dependencies, decisions, and follow-up actions requiring escalation or resolution. • Develop and maintain project documentation frameworks to ensure accuracy, consistency, and audit readiness of project deliverables. • Monitor project progress and handle issues as they arise in collaboration with the PM. • Recommend and facilitate process improvements. • Act as a point of contact, collaborate cross functionally, and communicate project status to all project members. • Manage and monitor communications with external team members, including requests, alerts, and reminders. • Create, maintain, track, and review comprehensive project documentation, project deliverables, plans, and reports. • Create and maintain project document archive. • Lead meeting logistics including availability checks, scheduling, venue research, facilitation, documentation of outcomes, etc. • Creation, revision, distribution, and finalization of accurate and detailed meeting minutes utilizing technical, client-specific, and industry knowledge. Draft, prepare, circulate, and review meeting agendas, and presentation materials. • Serve as a subject matter resource for project management tools and methodologies. • Ensure standards and requirements of the project are met. • Perform data entry tasks and quality checks. • Provide coverage for and serve as back-up to Project Manager(s) for assigned project management tasks and responsibilities, and facilitation of internal and sponsor meetings, as appropriate. • Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.