I'm looking for a remote leadership role in Customer Experience, CX Enablement, or Customer Success. I value fast-paced environments, clear communication, and a strong team culture. I enjoy coaching, process improvement, and contributing to cross-functional initiatives that impact both the customer and the business.
AGLooking for a job
Andrés Felipe González Galeano
@andresfgonzalez
CX Leader | Team Coach | Expert in Remote Support, NPS & Process Optimization
ColombiaWhat I'm looking for
I’m a bilingual (Spanish-English) Team Lead with a strong background in Customer Experience, Operations, and Support Enablement. Over the past few years, I’ve led high-impact support teams in the BPO industry, managing performance metrics like CSAT, NPS, QA, and attrition while handling escalations and cross-team collaboration with precision.
At Airbnb (via IntouchCX), I led my team through a high-pressure peak season, maintaining the highest NPS and CSAT scores across the program. At Sunrun (via Teleperformance), I spearheaded the successful transition of tools and workflows after an acquisition, coordinating training sessions and aligning support, QA, and training departments.
I enjoy contributing to internal documentation, improving processes, and identifying patterns that lead to more efficient team workflows. I’m now expanding my focus toward Customer Success, Onboarding, Enablement, and Project Operations in dynamic, remote-first teams. I thrive in roles where empathy, adaptability, and ownership are key, and I’m excited to bring my leadership experience into the next stage of my career.
Outside of work, I’m passionate about photography, design, and learning how tech and human behavior intersect to shape great user experiences.
Experience
Work history, roles, and key accomplishments
ICLed regional adaptation of Airbnb’s Trust & Safety workflows, updating documentation and coordinating with QA, training, and ops. Monitored KPIs and reported on key cases. Achieved top CSAT/NPS results, was named Best Team Leader for two quarters, and supported HR with recruitment during high-volume periods.
TESupported the Vivint Solar–Sunrun merger by leading the team’s migration to new tools and workflows. Managed reporting on account activations and installations, ensured QA compliance with updated protocols, and coordinated with cross-functional teams. Contributed to documentation updates and assisted HR in talent recruitment processes.
TEDelivered back-office support for solar panel contracts and scheduling. Maintained records, monitored tools to spot delays, and ensured team coordination. Supported SOP and documentation updates during the merger prep phase.
COContributed to the coordination and continuous improvement of support operations by providing real-time coaching and conducting quality audits to ensure project standards were met. Supported onboarding and training of new hires, aligning them with key processes and workflows. Acted as an escalation point during critical interactions, helping resolve complex cases efficiently and professionally.
Education
Degrees, certifications, and relevant coursework
LC
LaSalle College
Diploma, Creative Photography
2019 - 2021
Completed a program focused on creative photography techniques and principles. Developed skills in visual storytelling and image composition.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
ColombiaAuthorized to work in
Salary expectations
2k-2k USD
Social media
Job categories
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