You will get Customer Support Audit and 90-Day Roadmap for SaaS and E-Commerce
Project details
I architect and optimize world-class operations and Customer Experience teams. Having scaled international, remote teams from scratch in the IT sector, I bridge the gap between high-level strategy and technical execution by handling everything from workflow design to AI implementation.
Don't allow operational bottlenecks drop your CSAT and burn out your team. I transform messy support operations into highly efficient, scalable engines using a proven three-step framework:
Whether you need a quick operational blueprint or a full-scale team buildout, I deliver the infrastructure your business needs to scale smoothly.
Don't allow operational bottlenecks drop your CSAT and burn out your team. I transform messy support operations into highly efficient, scalable engines using a proven three-step framework:
Whether you need a quick operational blueprint or a full-scale team buildout, I deliver the infrastructure your business needs to scale smoothly.
Purpose
BusinessIndustry
Business Services & Consulting, Cybersecurity, Ecommerce, Gaming, Marketing & Advertising, Software, TelecommunicationsLanguage
EnglishWhat's included
| Service Tiers |
Starter
$2,400
|
Standard
$4,000
|
Advanced
$6,000
|
|---|---|---|---|
| Delivery Time | 14 days | 30 days | 60 days |
Scriptwriting | |||
Summary Report | |||
Social Media Replies | |||
Email Support | |||
Live Chat Support |
About Alejandro
Head of Customer Support & CX Ops | Zendesk, SOPs, Remote Teams
tolosa la plata, Argentina - 6:15 pm local time
cost center into a retention engine. Most of my work falls into three
buckets: building support teams from scratch, fixing teams that grew
faster than their process, and running fractional Head-of-Support
coverage while a company hires a full-time leader.
What I have actually done, not just listed:
- Built and ran a 22-person, 24/7 remote support org at Think Huge for almost 7 years. Hired,
trained, scheduled, and managed the full lifecycle across three
continents.
- Cut first response time by more than half and held CSAT above 95%
while team headcount tripled, by rewriting the macro library, adding
a tiered escalation path and introducing weekly QA calibration.
- Started my career as a QA Analyst at Globant, so I read product
bugs the way engineers do. Support tickets get triaged with real
reproduction steps, not "forwarded to dev."
- Former Regional Manager at Checker Software Systems, owning
LATAM and Southern EU commercial and post-sale operations for an enterprise retail
audit product.
- Comfortable in Zendesk, Intercom, Freshdesk, HubSpot Service Hub,
Jira, Linear, Notion, Slack, WHMCS, SolusVM.
I have also shipped small Python and Llama
based tools to auto-tag tickets and draft replies for agent review.
Languages: English (C2), Spanish (native), Italian (C1), Portuguese
(working). I cover EMEA mornings, full US business hours, and APAC
late evenings from Argentina (UTC-3).
If you have a backlog you cannot drain, a CSAT score you cannot
explain, or a support team that is one resignation away from chaos,
send me the numbers and the org chart. I will reply with what I
would do in the first two weeks and what it would cost. No decks,
no discovery calls.
Steps for completing your project
After purchasing the project, send requirements so Alejandro can start the project.
Delivery time starts when Alejandro receives requirements from you.
Alejandro works on your project following the steps below.
Revisions may occur after the delivery date.
Audit and Discovery.
Review your current ticket volumes, tech stack, and team structure to find the bottlenecks, software gaps, and operational friction slowing you down.
Architecture & Content Build.
Rebuild your workflows inside your ticketing system, deploy AI/automation for basic inquiries, and write the internal SOPs and wikis your team needs.