Barcelona, Catalonia, Spain
Experienced Support Leader with a demonstrated history of working in Customer Support and SaaS industry. Skilled in Ops, AI, Negotiation, Social Analytics, Customer Satisfaction, problem-solving and productivity tools. Strong support professional with a Bachelor’s Degree focused in Law from Universitatea „Alexandru Ioan Cuza” din Iași.
As VP of Customer Love, my primary focus is building our unified Customer Health engine that blends usage, sentiment, and support signals into clear actions for all post-sales team at Chili Piper. The goal is simple: know where every account stands, spot risk early, and empower teams to protect and grow revenue with confidence. Beyond Account Health, I lead the full Customer Love organization across people, processes, and product. I own our global support model, including SLAs, escalations, knowledge systems, and operational excellence across every touchpoint. I work closely with Product and Engineering to close feedback loops, ensuring customer patterns translate directly into roadmap decisions. I’m also driving efficiency at scale by embedding automation and AI throughout the post-sales workflow, freeing teams from repetitive work and enabling more proactive customer outcomes.
Chili Piper is the leading inbound conversion software, used by top B2B revenue teams like Intuit, Twilio, Spotify, and Gong. We’re on a journey to build the best company to work for and to work with while trying to make the world a better place. Our team is distributed around more than 160 cities and 35 countries around the world. Join the movement!
Don't be the robot, build the robot. Technical Support for Zapier customers and the 1500 apps integrated with Zapier. Customers would create integrations linking 2 or more apps and would often run into errors. My responsibility was to assist them via a ticket in HelpScout with finishing the setup of their integration, debugging errors, troubleshooting logs using search queries, sometimes looking into database code to check for mismatches. Knowledge of APIs and general know-how on how popular apps work were required, in order to troubleshoot integrations for apps like Google Sheets, Salesforce, MailChimp, Pipedrive etc. Aside from solving complex technical issues, I was also involved in spotting bugs and creating feature requests for customers and keeping in touch with the Product Team to have these handled. Unlike any other startups, due to our large app selection, we were responsible with managing a database of bugs & feature requests for both Zapier and the 1500 supported apps. After one month in the company, I was already reaching my target of 7 customer interactions / hour.
Customer support for the users of Hoosuite's Social Media services, for German and English. I used the ticketing system Zendesk, Snapengage for chat support, email, Twitter and Facebook. The technical knowledge and the interaction with the users played a major role for overachieving volume and quality targets. A key part of the job was communicating with the Analytics team, examining reports and inconsistencies, data discrepancies, comparing social Analytics and reviewing code. The most widely used tools were Mac Pages and Numbers, as well as Excel. During the course of a year I was assigned additional responsibilities: solving all German tickets on all communication channels, the triage of bugs for a newly-launched product using JIRA, an efficient communication with the developers for the timely resolution of software issues. Alongside my team, I was also responsible for any eventual major software incidents (major bugs, inaccessible website due to server issues etc.). An efficient and timely communication with the users was very important, as well as getting in touch with the people responsible for resolving these issues and closing the users' tickets after the root cause was resolved.
Invoice processing, support for the German suppliers, audit reports, keeping a current communication with the foreign suppliers of the company. The job attributions also included help-desk and query-management for the German, Austrian and Swiss clients and suppliers in regards to the Accounts Payable side of the business. Advanced SAP knowledge was necessary, as well as Excel, email skills and a very good knowledge of the German language (written and spoken). In detail, the job was split into three components. Firstly, all incoming invoices in the workflow of SAP ERP were to be processed and matched with their associated order numbers. Depending on the purchase order type, either a 2-way or a 3-way match would commence. If the match was successful, the invoice would be posted on the vendor account and paid according to the payment terms. Otherwise, the invoice would be either deleted from the system or investigated accordingly (communication with the vendor, completing missing information, communication with the purchase order creators or buyers). Secondly, the job also involved help-desk for the vendors who wanted to know the status of their invoices. The request would usually come per email as payment reminders or statement inquiries and in other instances per telephone. The attributions included investigation in the system (various SAP transactions), assisting the vendors with (re)sending their invoices, cancelling and reposting invoices in order to achieve accurate balances. Thirdly, I was also in charge with the audit of the processed invoices. The quality check would include verifying 10% of the posted invoices and making corrections when necessary, as well as making Excel audit reports at the end of the month.
Editing and checking SAP databases and informing German suppliers regarding the latest updates, either by phone or by email. Fluent writing and speaking in German was essential for the job.