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Isabel Cristina

Top Rated

VP Customer Experience | SaaS Growth Specialist | CS Team Builder | 30% WAU Lift | Apolo.io

Director of Customer Support

Colombia🇨🇴
Marketplace protected

About

I scale customer experience teams and drive product-led growth for SaaS companies. At Apollo.io, I grew the CS function from 3 to 125 employees and delivered a 30% increase in weekly active users through proactive, human-centric strategies.I build the end-to-end customer journey without adding unnecessary headcount. My approach combines operational rigor, coaching-driven leadership, and AI-enhanced support systems to make every customer touchpoint work harder.

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Apollo

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Deel

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HubSpot

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ZoomInfo

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ChatGPT

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Cognism

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Salesforce

Core Experience

Industry Experience

Account Management SoftwareBusiness Intelligence SoftwareCustomer Onboarding SoftwareSales Engagement SoftwareSales Intelligence Software

Business challenges

Insufficient support availabilityPoor chatbot effectivenessPoor customer service responseSlow resolution of customer issuesHigh customer churn

Success metrics

Higher customer service satisfactionImproved support strategies

Jobs to be done

Customer Success StrategyCustomer Support TeamsCustomer Support Strategy

Availability and Logistics

Availability

Full-Time

Work Arrangement

Remote

English Level

Near-Native Fluency (C1/C2)

Languages

Spanish

Roles Qualified For

Director of Customer SupportClient Support CoordinatorCustomer Support Manager

Work Experience

Videos

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