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Andrew Salcedo Lopez

@andrewsalcedolopez

Message

I lead enterprise SaaS support, retention, escalations, and AI-enabled operations.

Colombia

Message

What I'm looking for

I'm looking to lead enterprise support or customer success operations where I can strengthen account health, resolve complex escalations, coach teams, and build data-driven, AI-assisted processes that improve retention and service quality.

At HQ Rental Software, I lead support for the company’s 10 highest-revenue enterprise accounts, owning account health, technical continuity, escalations, and retention while translating customer needs into Engineering and Product priorities.

I lead a team of nine, set SLA and quality standards, and build scalable workflows with Claude, Zendesk API, and Python. My hands-on technical foundation includes API, log, and SQL troubleshooting using Postman and Sentry.

Experience

Work history, roles, and key accomplishments

Current

Enterprise Support Manager

Current

HQ Rental Software

Aug 2025 - Present (1 year 1 month)

Owns relationship, adoption, and technical continuity for top 10 revenue accounts, acting as executive point of contact for retention and escalations. Leads a 9-person support team, setting SLA governance and quality standards, and designed AI-assisted workflows and internal reporting tools.

Zendesk Pipedrive Postman Sentry SQL REST APIs JSON Slack Notion Jivo AWS Team Leadership SLA Governance Escalation Management Customer Success AI Assisted Workflows Python

IT Support Team Leader

HQ Rental Software

Oct 2023 - Aug 2025 (1 year 10 months)

Led a support team handling technical escalations and cross-functional coordination with Engineering. Built policies and quality standards that were later adopted by the Enterprise Support function.