Treant

Operations

• Review and map end-to-end operational workflows across the ticketing operation.
• Identify manual, repetitive, inefficient, or high-risk steps that can be improved.
• Recommend process improvements based on operational data, quality findings, and team feedback.
• Build or support the creation of reports, dashboards, trackers, and other operational tools.
• Explore the use of artificial intelligence, no-code tools, low-code platforms, and automation solutions to improve team efficiency.
• Translate operational challenges into clear technical or functional requirements.
• Work closely with the Operations Manager, team leaders, subject matter experts, and technology team.
• Explain process starting points, end points, dependencies, desired outcomes, and business rules to technical stakeholders.
• Support the development, testing, implementation, and refinement of operational automations.
• Measure the effectiveness of new tools, reports, and process improvements.
• Identify trends, recurring issues, bottlenecks, and quality risks within the operation.
• Provide recommendations that align with management’s operational and strategic objectives.
• Document workflows, automation requirements, process changes, and reporting logic.
• Help ensure that operational improvements are practical, scalable, and aligned with day-to-day team requirements.

Operations Process Improvement Specialist

• Monitor and manage operational queues related to live event ticket transactions.
• Troubleshoot ticket delivery issues, incorrect listings, delayed transfers, replacements, and other transaction-related concerns.
• Assess unusual or escalated cases and determine the most appropriate resolution based on available tools, processes, and information.
• Apply critical thinking and sound judgment rather than relying solely on scripted procedures.
• Learn operational processes quickly and connect information across multiple workflows and scenarios.
• Escalate high-risk or complex cases when additional support or approval is required.
• Maintain accuracy while handling transactions with tight deadlines and high customer impact.
• Follow established quality standards, workflows, and operational procedures.
• Support the team in meeting service levels, performance metrics, and operational targets.
• Communicate clearly with team leaders and other internal stakeholders regarding case status, risks, and required actions.

Operations Associate

Student

• Inbox and Message Triage
• Monitor Circle DMs, student texts, and inbound requests daily.
• Review and categorize messages based on urgency, including same-day requests, standard follow-ups, and non-urgent items.
• Draft warm, clear, and proactive responses for client’s approval when needed.
• Acknowledge student messages quickly, especially when a request will take time to resolve.
• Identify when a student needs a 1:1 session and send the correct Calendly booking link.
• Calendly Scheduling Coordination
• Route students to the correct Calendly link based on the type of session needed.
• Confirm time zone clarity when scheduling calls.
• Set clear expectations on what students need to submit before their session.
• Follow up right away when required materials are missing.
• Reschedule sessions when needed to protect client’s time from unprepared calls.
• Ensure Calendly reminders and follow-ups are properly managed.
• Hiring and Candidate Support
• Review candidate submissions before they are sent to the client.
• Confirm that resumes, interview recordings, assessments, and other required candidate materials are complete and accessible.
• Follow up with students when candidate materials are missing.
• Maintain a clean tracker in Asana or the assigned system.
• Coordinate second interviews once candidates are approved to move forward.
• Candidate Connect and Asana Pipeline Management
• Manage the Candidate Connect pipeline in Asana from discovery call through hire.
• Move student cards forward as each stage is completed.
• Monitor Asana notifications and emails daily.
• Flag stalled cards or delays that need client’s attention.
• Track signed agreements, intake forms, finalist submissions, second interviews, candidate selections, and hires.
• Coordinate second interviews by matching the student’s calendar with client’s availability.
• Update the Asana board so it reflects the current status of each student.
• 1:1 Session Recap Support
• Pull transcripts from Fathom, Zoom, or the assigned recording tool.
• Draft structured recaps after 1:1 sessions.
• Send recaps for review and approval.
• Post approved recaps in Circle on client’s behalf.
• Ensure recaps include discussion points, key decisions, next steps, accountability items, and deadlines.
• Complete recap drafts within 24 hours of each session whenever possible.
• Quality Control and Process Support
• Proofread and polish messages, updates, and recaps before sending.
• Maintain a professional, warm, and clear communication style.
• Create and update reusable templates for missing item follow-ups, scheduling instructions, confirmation messages, and recap formats.
• Send a short daily priority summary with the most important updates and action items.

Student Success Coordinator

Graphics Designer

• - Create clean, polished, and on-brand graphics for social media, newsletters, promotions, events, and class materials.
• - Design marketing assets using Canva and existing brand templates.
• - Help update promotional materials, class announcements, event graphics, and other branded content.
• - Support email marketing by preparing newsletter visuals, layouts, and content based on existing templates.
• - Assist with social media content, including visuals, captions, basic scheduling, and brand consistency.
• - Follow branding guidelines, SOPs, Loom videos, templates, and existing workflows accurately.
• - Manage the general inbox and respond to customer inquiries in a friendly and professional way when needed.
• - Handle class-related customer requests such as schedule changes, cancellations, refunds, and general questions.
• - Use Shopify to review orders, support refund requests, update customer information, and manage class-related details.
• - Support light administrative projects as needed.
• - Ask clear questions when unsure and communicate proactively about task status, blockers, or needed clarification.

Graphic Designer – F&B

Administrative Assistant

• Provide professional customer service via phone, email, and other communication channels
• Assist customers with account inquiries, payment arrangements, and contract-related questions
• Conduct first-party collections activities on delinquent accounts while maintaining a professional and customer-focused approach
• Review customer agreements and supporting documentation for accuracy and completeness
• Verify that all required customer information has been submitted and properly documented
• Cross-reference contracts and supporting documents to ensure consistency and compliance
• Maintain accurate and up-to-date customer records within company databases and CRM systems
• Organize, categorize, and manage electronic documents for efficient retrieval
• Audit customer files throughout the application and onboarding process
• Escalate discrepancies or compliance concerns as required
• Perform general administrative and operational support duties as assigned**

Operations Process Improvement Specialist

Operations Associate

Student Success Coordinator

Graphic Designer – F&B

Customer Service – Administrative Specialist