- Monitor customer service performance at the agent and team levels, reviewing a relevant subset of conversations across support channels (chats and emails), providing meaningful and constructive feedback, and helping agents improve their performance; - Maintain a high and consistent level of support quality across the entire customer service team, consistently developing and preserving the company's internal support quality standards;- Creation of reports based on the analysis of performance metrics (KPIs) that reflect support quality;- Mapping the need for training programs, participating in the development, implementation and application of workshops, coaching sessions, etc.;

- Provide effective and assertive support regarding customer queries as well as technical assistance;- Stay up to date regarding procedures, offered products and services; - Ensure the company's procedures and compliance, clearly executing internal policies;- Deal with a large volume of emails and chats, continuously providing quality assistance.

- Responsible for verifying, organizing and auditing all of the equipment stored in the company's event container (Load In e Load Out);- Organization and assembly of the structural apparatus for the operations team's temporary offices and athletes' training rooms;- Transport logistics and supervision for athletes and their teams during the week of the event, including airport arrivals and departures, grocery runs, suna runs, event day, etc.;- Responsible for monitoring athletes' weight cuts during the week, in addition to supervising official and ceremonial weigh-ins;- Responsible for all aspects relating to the athletes on event day, including setting up and supervising locker rooms, ensuring pre-fight procedures, guaranteeing the standard of quality, organization and fluidity of the live sporting event;- Crisis management during unexpected situations, acting quickly together with other departments and superiors to coordinate effective responses;- Work together with various departments such as Production, Medical, Security and Regulatory Athletic Commission teams, ensuring a continuous flow and assertive support for athletes throughout the event.

- Responsible for purchasing and selling products, stock control, cash control and operation, general audit and sub management of employees;- Responsible for selecting and defining the craft beer menu according to research and market demand;- Customer service and service supervision;- Organizing, preparing and assembling the store for themed events.

- Customer Service; - Responsible for the cash control flow as well as the Money Exchange process; - New employees training provider.