Leader of Customer Support, Operations & Success

Initiated the integration of semi- and full-AI assistance tools, enhancing customer support efficiency by +30% while maintaining high satisfaction. Restructured teams to align with evolving market demands, increasing operational agility. Cultivated a culture of fun and engagement, leading to stable increase in employee satisfaction. Created Self-Service Team, Customer Operations Team, Project Management and Analytics, and CSM Enablement.

Directed the Customer Success department across Americas, EMEA, and APAC. Harmonized processes across international offices, established unified standards, and enhanced cross-functional collaboration. Formulated and executed departmental strategy including budget planning, job role structuration, workflow design, communication channels, and efficiency initiatives. Maintained optimal workflows during Covid-19 pandemic. Created Quality Assurance and Live Chat teams. Elevated NPS by 20+ points and CSAT to +90%.

Developed and managed two teams of Customer Success: Customer Support and Customer Success. Led hiring and onboarding. Built relationships with Marketing, Sales, Development, Security, Legal, and international communication. Created team growth strategies and organized workflows. Implemented new approaches to ease customer support. Helped improve product retention, customer satisfaction, and feedback.

Set up live chat and hotline services, reducing response times and boosting customer satisfaction. Led customer satisfaction initiatives improving service speed and reliability. Built and scaled a fully functional team. Provided support in sales, licensing, and technical issues. Fostered a culture of growth and learning.

Help startups set up and scale Customer Support and Success teams’ workflows. Implement operational processes including AI solutions, case reviews, cancellation processing, KPI setting, and knowledge base creation. Improve inter-departmental cooperation and foster strong work culture to increase CSAT, loyalty, retention, and reduce resolution time.

Invested in and co-own a local bar. Help implement new solutions to enhance staff operational efficiency and customer communication. Developing an app for beer enthusiasts.