Leader of Customer Support, Operations & Success
About Me
I am a dynamic and innovative leader specializing in Customer Support, Operations, and Success with nearly 9 years of leadership experience in B2B customer service environments. Throughout my career, I have focused on driving departmental growth through a people-first culture while implementing self-service and AI solutions to enhance efficiency and customer satisfaction. I have a proven track record in process optimization, achieving high targets, cross-regional team development, and delivering top-tier customer success initiatives.
My expertise includes leading global teams across multiple regions including the Americas, EMEA, and APAC, harmonizing processes, and establishing unified standards of operation. I am skilled in restructuring teams to align with evolving market demands and fostering a culture of engagement and continuous improvement. I have successfully initiated and integrated AI assistance tools that increased customer support efficiency by over 30% while maintaining high satisfaction levels.
I have created and led multiple specialized teams such as Self-Service, Customer Operations, Quality Assurance, Live Chat, and Project Management, all aimed at improving customer experience and operational excellence. My leadership style emphasizes empathy, strategic planning, and data-driven decision-making to build scalable customer success frameworks for global growth.
In addition to my corporate roles, I am actively involved in freelance consulting where I help startups set up and scale customer support and success teams, implement operational processes, and improve inter-departmental cooperation. I am passionate about increasing customer satisfaction, loyalty, and retention while reducing resolution times through innovative solutions.
Recently, I have also ventured into entrepreneurship as a co-owner of a craft beer bar, where I apply my operational expertise to enhance staff efficiency and customer communication, including developing an app for beer enthusiasts. I am committed to continuous learning and adapting to new challenges to deliver real progress and impact in every role I undertake.
Skills
Communication SkillsProject ManagementSalesforceStakeholder ManagementMicrosoft OfficeJiraLeadershipStrategic PlanningTechnical SupportCustomer SupportChange ManagementQuality AssuranceOnboardingSlackZendeskTeam BuildingProcess OptimizationCustomer RetentionEmployee EngagementIntercomMiro
Education
Bachelor of Applied Science in Psychology
Experience
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.