Customer Support & Success Leader

Led and coached a seven-person Customer Support and Customer Success team, including performance management, one-to-one coaching, career development, and operational consistency.

Designed Support and Customer Success processes to improve response and resolution times, strengthen retention, and reduce churn risk. Partnered with Product, Business Operations, and Partnerships on product and process improvements, while owning success plans, QBRs, demos, training, and strategic planning for key accounts and partners in an AdTech SaaS environment.

Managed the complete customer lifecycle from onboarding through retention in a D2C e-commerce pet market environment, with emphasis on customer experience, long-term value, and lifecycle consistency.

Improved internal documentation and support workflows to reduce response times and team dependencies. Collaborated with Product, Warehouse Operations, and Marketing to resolve complex issues and identify customer pain points for process improvements.

Provided technical customer support for hardware, software, connectivity, and media account issues in a high-volume B2C call-center environment serving the UK market.

Diagnosed complex issues, documented customer cases accurately, maintained service quality and efficiency, and escalated unresolved cases to specialized teams.

Built customer relationships through consultative conversations in a B2C retail sales environment, advising customers on products and services and recommending tailored solutions.

Managed renewals, upselling, cross-selling, and after-sales assistance while identifying relevant opportunities and supporting customer needs.

Degree in Psychology completed at Azores University in São Miguel, Açores.