Senior Customer Support and Service Delivery Leader

Support enterprise customers across Spain and LATAM with the implementation, configuration, and adoption of AI-powered customer service and customer experience solutions. Act as a bridge between customers, Product, Operations, Engineering, QA, Sales, and Customer Success.

Lead virtual-agent and chatbot implementations, optimise Zendesk environments through automation and business rules, and deliver onboarding, administrator training, and operational workshops. Manage implementation projects using Agile practices and Jira while identifying opportunities for AI-driven service optimisation and continuous improvement.

Managed contractual support delivery for a portfolio of approximately 80 international SaaS customers, including strategic Tier 1 accounts. Transformed the Service Desk into a customer-centric, KPI- and SLA-driven operation with standardised governance and AI-powered workflow automation.

Led critical incident operations and coordinated Product, Engineering, and Customer Success teams while managing executive and customer communications. Redesigned workflows and service prioritisation, reducing average resolution time from approximately two months to one week, first response time to under one hour, and the support backlog by approximately 50%.

Established and operationalised the Level 3 Support capability for complex enterprise software defects. Introduced escalation governance, structured processes, and KPI-driven delivery across the software development lifecycle.

Led technical resolution of high-impact customer issues involving APIs, Azure, SQL, and enterprise integrations. Partnered with Product Management and Engineering to turn customer feedback into product improvements, reduce recurring incidents, improve platform stability, and maintain approximately 95% SLA performance.

Led the Technical Support function within Customer Success, driving customer-centric transformation, strategic projects, and service delivery improvements across the organisation. Strengthened collaboration among Customer Success, Product, and Engineering.

Maintained a 98% CSAT score through KPI-driven improvements, complaint management, and post-mortem analysis. Led the Fastprk business-unit transition to ensure uninterrupted support and directed initiatives including Microsoft Dynamics 365 Business Central implementation and customer operational reviews.

Built and scaled a global 24/7 Follow-the-Sun Technical Support organisation for enterprise SaaS customers across EMEA, APAC, and the Americas. Implemented KPIs, SLAs, and scalable service delivery processes that supported international growth.

Developed and led an international team of more than 25 Technical Support Engineers, promoting high performance through coaching and development. Managed critical incidents and partnered with Product, Engineering, Sales, and Customer Success to improve customer outcomes.

Led the transition of local IT Support Services into MSD's Global Service Delivery model across the EMEA Animal Health Division. Ensured business continuity during large-scale international service transitions.

Successfully transitioned 36 support sites across 12 EMEA countries for approximately 3,000 end users, and integrated Russia, Turkey, and Portugal into the global support model for approximately 2,600 additional users. Supported major application rollouts including Veeva CRM and Sales & Marketing platforms.

Progressed from operational management into technical support leadership within international technology and customer service organisations. Led multilingual technical support teams and operational customer service functions.

Designed technical training programmes, implemented process improvements, and contributed to recognised quality frameworks including COPC. Developed the people leadership, governance, and continuous-improvement capabilities used in later global service delivery roles.