Juan Pablo

KYC Verified

Customer Success & Onboarding

Santa Marta, Colombia Full-Time

Marketplace protected

About

Customer Support and Customer Success professional with 4+ years of experience working with remote teams and SaaS platforms. I specialize in helping users understand products, resolve issues efficiently, and get real value from the tools they use. I’ve handled high-volume support environments while maintaining clear communication and a strong focus on customer satisfaction. My experience includes onboarding users, troubleshooting issues, and improving the overall customer experience through structured processes and effective communication. I’m known for being reliable, detail-oriented, and quick to adapt to new tools and systems. I enjoy fast-paced environments where I can combine problem-solving with customer interaction. Currently, I’m focused on growing into Customer Success roles within SaaS or fintech companies, contributing to onboarding, retention, and long-term customer value. Tools: Intercom, Zendesk, CRM systems, Google Workspace, remote collaboration tools.

NotionZendeskSlackMicrosoft TeamsGoogle Workspace

Core Experience

Industry experience

Financial Services
SaaS Platforms

Business challenges

Untrained sales reps

Success metrics

Faster response times
Improved support strategies
Improved chatbot accuracy

Jobs to be done

Customer Support Teams
Customer Service
Customer Onboarding

Software Certifications

Administrador de Empresas

CPAE - Consejo Profesional de Administración de Empresas

2018-08-01

YETP - Young Executive Training Program

Universidad Sergio Arboleda - Colombia

2017-12-01

Availability & Logistics

Availability

Full-Time

Work arrangement

Remote

English level

Near-Native Fluency (C1/C2)

Languages

Spanish

Roles Qualified For

Customer Support Representative

Support Specialist

Customer Onboarding Specialist

Customer Success Specialist

Process Improvement Specialist

Work Experience

Client Support Coordinator

https://www.getontop.com/ · Jan 2024 – Jun 2024

Managed 40–60+ customer interactions daily via chat and email.

Resolved product and account-related issues with a focus on speed and clarity.

Supported customer onboarding by guiding users through platform features.

Maintained high customer satisfaction through clear and professional communication.

Collaborated with internal teams to escalate and resolve complex issues.

Adapted quickly to new tools, workflows, and support processes.

Customer Support Manager

https://www.getontop.com/ · Oct 2022 – Jan 2023

Team leader in charge of creating better tools and assisting costumers on the journey, develope tools for Ontop memebers to ease their processes in order to deliver better and faster solutions, incentivate teamwork and making/answering questions to resolve problems. Setting goals to meet the needs of each team member as well as monitoring the progress of customer cases in the company’s tracking system.

Support Specialist

https://www.getontop.com/ · Dec 2021 – Oct 2022

Customer service support and onboarding specialist for new workers joining our payment platform. Dedicated to show the human face of our Company and the first touch for and doubts from users and new ideas to break through from challenges that come forward daily.

Led 1-on-1 onboarding sessions for 100+ new customers, demonstrating product value and accelerating their time-to-value.

Customer Support Representative

https://www.colpensiones.gov.co/ · Aug 2019 – Aug 2020

Promoted the individual savings program Beneficios Económicos Periódicos (BEPS) as the best option for old-age protection in Colombia through citizen engagement and education. Provided support to the Colpensiones service center in RPM-related processes. Achievement: Effectively conveyed the importance of old-age protection in Colombia to individuals of all ages. Delivered daily educational talks to approximately 300 people, highlighting Colpensiones programs and their benefits. Adapted to new roles and procedures beyond my assigned duties to support the service center in response to the challenges caused by the 2019 pandemic.

Operations Director

https://www.instagram.com/313bar?igsh=MTUxeDVsMXhzMjN2aA== · Jul 2016 – May 2018

Oversaw construction progress, materials, and personnel to ensure proper execution of the project. Managed permit applications and registration processes with relevant authorities. Maintained communication channels with clients and suppliers to ensure efficient information flow. Trained and motivated staff to meet business needs. Defined product offerings and pricing strategies aimed at minimizing production and inventory costs. Developed advertising strategies and organized events to attract customers. Mediated conflicts between various parties. Achievement: Built and led a team that successfully launched the business. Gained hands-on experience in civil works, supplier and tenant relations, business administration, and ongoing operations management.

Sales Manager

https://moranogruppo.com/ · Jan 2016 – Jun 2016

Responsibilities: Maintained regular contact with the sales point to monitor product inflow and outflow. Re-stock inventory biweekly with required items. Adjusted product offerings based on observed demand and customer feedback to better meet local needs. Achievement: Enabled access to essential goods for rural communities by offering consumer credit, improving their quality of life and allowing for more efficient savings in both time and transportation costs.