CX Operations & Support Systems Manager

I am a Customer Experience and Operations leader with 18+ years of experience across customer support, customer success, technical and product support, payments, billing, refunds, chargebacks, fraud and transaction investigations, credit disputes, support systems, and team leadership.

Throughout my career, I have supported customers across multiple countries, worked with multicultural and distributed teams, led organizations of up to 35 agents and five team leads, and built a specialized Payments Support function. I have improved workflows, reduced operational friction, managed complex escalations, developed SOPs, administered Zendesk, and used performance data and customer feedback to improve service quality.

I am known for remaining calm under pressure, taking ownership, identifying root causes, and implementing practical solutions. I collaborate effectively across Product, Technology, Finance, Payments, Sales, and B2B teams while maintaining a strong focus on both the customer experience and business needs.

My hands-on platform experience includes Zendesk, HubSpot, Salesforce, Intercom, Stripe, PayPal, Authorize.net, Zuora, and Shopify.

I am interested in stable, long-term remote opportunities in Customer Experience Operations, Customer Support Operations, Payments or Fraud Operations, Support Systems, and Customer Support or Customer Success leadership within an international team.