SaaS Customer Support, Success and Operations Lead
I help SaaS and technology companies organise customer support, improve the customer experience and build systems that teams can rely on.
I have over seven years of experience across customer support, customer success, account management and operations. I currently lead support operations for a SaaS integration platform, where I built the support function from the ground up. My work includes ticket workflows, service standards, escalation paths, incident management, quality reviews, reporting, documentation and coordination with Engineering.
Earlier in my career, I progressed from customer support agent to leadership at Lime and managed a team of 26 agents. That experience taught me how to handle difficult customer situations, coach a team, distribute workload and keep service consistent during busy periods.
Areas I work in:
• SaaS customer support and technical troubleshooting
• Customer success and account management
• Support operations, workflows and escalations
• Jira Service Management, Jira and Confluence
• Intercom support processes and reporting
• Knowledge bases, SOPs and customer education
• Support quality reviews and team coaching
• Incident workflows, automations and operational reporting
I work comfortably with customers, founders, product teams and engineers. I communicate clearly, document decisions and stay involved until the issue or project reaches a useful result.
I speak English and Portuguese and work remotely from Brazil with reliable equipment and two internet providers.
Work Terms
I’m available for hourly, ongoing and clearly scoped project work. Before starting, I confirm the expected outcome, responsibilities, communication channel, timeline and payment terms.
For hourly engagements, I provide regular updates and keep the work visible. For fixed projects, I agree on deliverables and milestones before work begins. Larger projects can start with a paid review or discovery phase when the current setup needs to be understood first.
My regular availability begins at noon São Paulo time. I can coordinate with teams working in US Eastern hours.