Jul 2023 – Present · 2 yrs 10 mos · Remote

• I help early-stage companies build scalable, customer-first strategies.
• With a proven track record at companies like Loom and Airbnb, I've driven significant results - from reducing contact rates by 175% to supporting growth to 25M+ users.
• My focus is on crafting scalable, efficient CX strategies that enable startups to deliver outstanding support while managing costs.

May 2023 – Present · 3 yrs · Lisbon, Portugal · Remote

• I collaborate with founders to help them navigate challenges in customer experience and GTM operations. I'm happy to support the next generation of Portuguese tech companies as they scale from concept to successful businesses :)

Jan 2023 – Jul 2023 · 6 mos · Remote · Remote

• Responsible for overseeing Customer Support, Operations, Porting and Trust & Safety.

Nov 2021 – Jan 2023 · 1 yr 2 mos

• We’re changing the future of communication at work. Come join us, I’m hiring! 🚀
• I joined Loom as the first customer facing hire & third employee. Today, I lead the Customer Support function which includes our Advocacy team, our Technical Support team and our Support Operations team.
• My focus is to create a support experience that is efficient, educational and human, both at scale with our free users and individually with our Enterprise customers. We're proud to consistently achieve satisfaction scores of above 95% across all customer tiers.
• We leverage an effective self-service model that decreased contact rate by 175% in 2 years and translates into significant savings for the company.
• I believe the future of customer experience will bet on video, automated interactions, convenience & accessibility.

Mar 2017 – Nov 2021 · 4 yrs 8 mos

Sep 2015 – Sep 2016 · 1 yr · Amsterdam Area, Netherlands

• At Wakoopa, I partnered with customers like Google, Facebook and H&M to help map their customer journey with behavioral data.
• My responsibilities included setting up projects to digitise the customer journey, coaching customers and managing the relationship with the development teams to improve Wakoopa's technology.

Feb 2013 – Sep 2015 · 2 yrs 7 mos

• Managed the Customer Experience EU & APAC Payments Team's day to day activities and ensured employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and coached members of the team to ensure career growth.
• Allocated and set goals, evaluated workflows, and found ways for them to be more efficient, relevant and valuable both internally and externally.
• Balanced and prioritized goals based on seasonality and the needs of customers, team and Airbnb.

Oct 2011 – Feb 2013 · 1 yr 4 mos

• While serving as a Customer Experience Specialist, I assisted the members of the Airbnb community with any issues ranging from Payments to Disputes. My main responsibilities included providing users with a resolution as fast as possible, identifying bugs and product improvement opportunities, supporting my team by answering questions and anticipating needs.