Croatia
Senior Customer Support Manager with 7 years of people leadership experience, leading remote, global SaaS support teams across EMEA. I build calm, high-performing Customer Support organizations in complex, fast-moving environments, helping teams, leaders, and customers gain clarity by turning operational chaos into structure, focus, and trust. I led an 11-person EMEA team recognized as a Highest-Performing Team, while consistently exceeding targets (140%+ goal attainment). My work centers on operational excellence; driving 99.2% CSAT, 0.7-minute first response times, and 3.5-hour resolution times through thoughtful process design, strong coaching, and practical automation. I bring a people-first, data-driven leadership style, blending CX operations, QA, and AI-enabled efficiency with a deeply human approach to support. I’m particularly effective in environments where Support needs to be strengthened, stabilized, or thoughtfully scaled, partnering closely with Product, Engineering, and CX leaders as teams and complexity grow. With 14+ years of remote, multicultural experience, I’m focused on fully remote leadership roles where distributed teams thrive.
Scaling CX operations across international markets - owning the systems, processes, and partnerships that make great support possible at scale. From onboarding and knowledge management to QA, automation, and operational governance.
Senior leader responsible for the performance, scalability, and maturity of global Customer Support teams, leading managers and team leads within a 70+ person SaaS Support department. I lead through structure and coaching, enabling teams to operate with confidence, autonomy, and consistency in fast-moving SaaS environments. Key outcomes under my leadership: ►Delivered 99.2% CSAT while scaling support in a high-volume, multi-channel environment ►Achieved 3.5-hour average full resolution time through process design, coaching, and automation ►Maintained 0.7-minute first response and chat wait times, setting industry-leading responsiveness standards ►Built and evolved support operating systems across quality, efficiency, and automation, reducing inbound volume by 30% ►Contributed to Sprout Social’s Support organization winning the Gold Stevie Award for Customer Service Department of the Year (2024)
Led the performance and growth of the EMEA Customer Support team within a global SaaS organization, owning regional operations, people development, and cross-functional collaboration during periods of rapid scaling and change. Key outcomes: ▶Managed a 10–11 person EMEA team handling 37% of global support volume (~138K interactions annually) ▶ Maintained 98% CSAT while scaling headcount and navigating attrition in a high-volume environment ▶ Led team expansion by hiring 24 team members and promoting 14, building a strong leadership pipeline ▶ Built scalable onboarding, training, and performance frameworks that improved knowledge depth and reduced escalations across the team ▶ Strengthened cross-functional collaboration with Customer Success, Solutions Engineering, and Professional Services to support high-value accounts and improve end-to-end resolution efficiency
First-line people leader responsible for daily support operations and team performance while remaining hands-on in customer-facing work. Balanced real-time queue management, staffing, and quality oversight in a fast-paced SaaS environment. Key contributions: ▶ Led and coached a team of Customer Advocates, supporting performance through regular 1:1s, quality reviews, and structured feedback cycles ▶ Maintained strong productivity and quality standards while operating in a player–coach capacity ▶ Partnered with Recruiting as Hiring Manager, growing EMEA headcount by 25% and improving hiring efficiency ▶ Focused on talent development, supporting multiple internal promotions and role transitions across the team
• Providing customer support via phone , email and chat • Establishing relationship with new customers through onboarding process to reduce churn/increase client retention • Content writing for website, newsletters, company blog and social media channels • Interacting with members in community forums and over social media • Reporting to management on key community metrics
- Provided strategic advertising support to 300+ SMB clients across EMEA, optimizing ad performance and increasing ROAS by an average of 20%. - Guided businesses in setting up oCPM, CPC, and CPA campaigns, leading to increased conversion rates. - Selected as SME (Subject Matter Expert) for ad delivery and targeting, assisting in training new hires and cross-functional teams.
Evaluated online content aligning with internal policies, ensuring high-quality standards. Managed content removal requests, translated from Croatian, and documented policies, enhancing procedural clarity. Translated and created documentation for existing and new policies and procedures Content reviewing through data analysis for optimal quality and productivity levels