Customer Support & Success Expert | HubSpot, Salesforce | Crisis Management, Client Success & B2B Support

Key responsibilities included:

Post-sales B2B support.

Analysis of support tickets to identify recurring issues and create solutions and

support materials.

Analysis and development of new process flows for operational solutions.

Daily communication with various countries, including Switzerland, China, Spain,

United States, Australia, Canada, Argentina, Colombia, Italy, and Sweden.

Creation and management of FAQ content for B2B clients.

CRM automation development.

CRM management (Zendesk and Salesforce) and case analysis.

Project management and support categorization.

Liaison between Sales and Compliance teams to assess merchants.

SLA planning and collaboration with other departments within the company.

Support for technical and commercial consultants alongside the Account Management

team.

Support for merchants (Cross-border and local LatAm) with their operational needs

post-implementation, focusing on providing an optimal experience.

B2B support for companies like Spotify, Airbnb, Shein, Alipay, etc.

Training merchants on payment methods.

Training new team members.

Upselling of additional payment methods.

Key responsibilities included:

Customer support via email, phone, and chat.

Training new agents on support tools.

Logging and tracking support cases.

Identifying and escalating complex issues.

Creating and maintaining a knowledge base.

Analyzing customer feedback.

Monitoring KPIs and support metrics