Customer Support and Operations Specialist

Provided end-to-end client support for Sovos’s proprietary tax compliance software, assisting users in navigating the platform, troubleshooting issues, and optimizing their experience. Served as the main point of contact and account manager for key clients, offering personalized guidance and ensuring smooth onboarding and ongoing satisfaction. Logged all client interactions, issues, and updates in Salesforce and ComplianceForce, maintaining transparent and accurate customer records. Collaborated cross-functionally with Product, Engineering, and Compliance teams to resolve customer inquiries and communicate feedback for continuous platform improvement. Monitored data across multiple markets to identify compliance risks and provide insights that improved process reliability and customer outcomes.

Supported clients using Limes’ proprietary portal for international tax and payroll applications, ensuring smooth navigation, accurate submissions, and timely resolutions. Managed ongoing client relationships, acting as a liaison between technical and compliance teams to address user requests and resolve platform-related challenges. Tracked customer interactions and case progress through CRM systems, contributing to reporting dashboards and KPI monitoring. Collected client feedback to identify usability improvements and collaborated with cross-functional teams to enhance product and process efficiency. Developed user resources and contributed to the internal knowledge base for training and client education.

Acted as the key contact for international partners, ensuring consistent communication and high service quality across regions. Implemented standard operating procedures (SOPs) in Process Street to streamline internal workflows and improve response times. Supported HR, payroll, and compliance functions while maintaining up-to-date documentation in shared systems. Provided data-driven insights to optimize recruitment pipelines and internal processes.

Supported founders from Uber, WeWork, and BCGDV in launching and scaling SaaS projects. Managed databases, CRM tools, and client communications to ensure smooth coordination between teams and stakeholders. Analyzed campaign performance and presented reports to guide marketing and product strategy. Contributed to customer presentations and product demos used in investor and client meetings.

Managed high-touch client relationships and supported international customers through onboarding and service delivery. Implemented workflow tools and lightweight systems to automate repetitive tasks, improving team efficiency. Oversaw legal documentation and compliance procedures to ensure regulatory alignment. Provided tailored client guidance and follow-up to ensure satisfaction and long-term engagement.