Expanded Leadership:- Career Growth & Mentorship: Established career paths enabling horizontal and vertical growth, fostering employee development and retention.- Scaling Operations: Led the team’s growth from 5 to 30 members, ensuring efficiency across shifts and roles to maintain excellent customer experience.- KPIs & Metrics: Defined key metrics to track support impact and customer journey success.- Automation & AI Integration: Developed incident management protocols using automation and guided AI implementation for enhanced support efficiency.- Smart Scaling: Optimized operations by balancing resource growth with automated app integrations.- Training & Enablement: Conducted training on products, processes, and soft skills, emphasizing high-quality customer service.- Complex Case Handling: Continued to resolve advanced issues and act as a liaison with other departments and third-party vendors.- Bilingual Technical Support: Managed complex technical issues and API troubleshooting in both English and Spanish.- Escalation Management: Handled escalations across shifts, ensuring smooth collaboration between L1, L2, and other departments.- Program Development: Designed initiatives to improve team performance and align with business goals.- Customer Insights: Identified recurring customer issues and partnered with cross-functional teams to implement solutions

- Respond to inbound customer questions (Spanish & English) in a team environment- Troubleshoot channel connection to the platform to resolve technical enquiries- Review reported bugs to confirm details and replication step before escalating to QA- Review API calls on integration related t the platform using postman- Review business use cases and assist leads and customers on possible solutions and workarounds to be used with the platform- Surface opportunities to test and implement programs that can effectively drive customer adoption across the customer base

- Teaching Spanish beginner proficiency skills - Assistant coordinator for the Spanish Program for Bachelor of languages and linguistics (Spanish).

Coordinate training & team-building events.Conduct sales and engage with clients enquiries.Part time trainer and facilitator.