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André Rodrigues

@andrrodrigues2

Customer Experience & Technical Support professional with 10+ years' experience in remote, international environments.

I'm a Customer Experience and Technical Support professional with 10+ years of experience working in international, fast-paced environments, including long-term remote roles with US-based companies.

My career has evolved from frontline customer and technical support into escalations, bug investigation, and broader Customer Experience Operations. I've worked extensively on complex customer-impacting issues, reproducing and investigating bugs, analysing trends and feedback, improving operational processes, and working closely with Engineering and Product teams to turn customer problems into actionable solutions.

At Pangaea Holdings, I built and led a Bugs & Errors function from the ground up before moving into a broader Customer Experience Operations role. I worked across e-commerce, subscriptions, order management, fulfilment, logistics, Voice of Customer, and product and operational improvements.

Earlier in my career, I worked in technical support and escalations for Microsoft Outlook Mobile, troubleshooting complex issues across iOS and Android and collaborating directly with Engineering on high-priority bugs.

I'm particularly interested in remote roles in Technical Support, Product Support, Customer Experience Operations, Customer Support Operations, Product Operations, E-commerce & Order Operations, and related roles where I can combine customer understanding, technical problem-solving, and operational thinking.

I enjoy figuring out why something isn't working, bringing structure to messy problems, and finding practical ways to make both the customer experience and the underlying process better.

Experience

Work history, roles, and key accomplishments

Customer Experience & Operations Coordinator

Pangaea Holdings

Oct 2021 - Sep 2026 (4 years 11 months)

Promoted to a broader CX role, developing the Bugs & Errors function and expanding responsibilities across customer feedback, operational issues, and cross-functional initiatives. Implemented end-to-end processes for investigating and resolving customer-impacting order issues and established a Voice of Customer process.

Customer Support Team Lead: Bugs & Errors

Pangaea Holdings

Jan 2021 - Oct 2021 (9 months)

Launched and led the Bugs & Errors function from the ground up, designing and implementing processes for issue tracking, documentation, prioritisation, testing, and escalation. Served as primary escalation point and subject-matter expert for the 30+ member Customer Support team.

Bug Investigation Issue Resolution Technical Troubleshooting Escalation Management Cross Functional Collaboration Stakeholder Communication Problem Solving Process Design Zendesk Kustomer Helpshift OpenBorder Asana Amplitude VSTS Microsoft Office Google Workspace Slack Outlook

Customer Support Representative

Pangaea Holdings

Sep 2020 - Jan 2021 (4 months)

Provided email support to an international customer base, managing subscription, account, order, and customer-data requests while consistently meeting and exceeding SLA and KPI targets. Handled subscription, account, and order requests, processing cancellations, refunds, replacements, product changes, and shipment updates in line with company policies and GDPR/CCPA requirements.

Customer Support Email Support Subscription Management Order Management SLA KPIs GDPR CCPA Zendesk Kustomer Helpshift Microsoft Office Google Workspace Slack Outlook

Technical Support Specialist, Escalations

Microsoft Outlook Mobile

Feb 2017 - Jan 2021 (3 years 11 months)

Promoted to the Escalations team based on strong performance, technical expertise, and consistently high-quality case handling, providing support for complex and high-priority Outlook Mobile issues. Conducted advanced technical troubleshooting, log analysis, testing, and issue reproduction across complex account types and scenarios, isolating potential root causes.

Technical Troubleshooting Log Analysis Issue Reproduction Escalation Management VSTS Microsoft Office Google Workspace Slack Outlook

Technical Support Specialist, Tier 1

Microsoft Outlook Mobile

Feb 2015 - Feb 2017 (2 years)

Provided high-volume Tier 1 technical support to Outlook Mobile users across iOS and Android, resolving hundreds of customer cases per week via chat and email in a fast-paced remote support environment. Troubleshot a wide range of issues including account setup, synchronisation, notifications, and app performance, helping users restore mobile email access and productivity as quickly as possible.

Technical Support Troubleshooting Issue Reproduction Escalation Management SLA KPIs Microsoft Office Google Workspace Slack Outlook

Regional Project Manager – Business Development & Localization

Examinare AB

Oct 2014 - Feb 2015 (4 months)

Identified and engaged prospective clients across the Brazilian and Portuguese markets through targeted cold outreach and lead generation, building initial relationships and supporting the sales pipeline. Translated and localised the company's software, website, and content from English into Portuguese and Polish, standardising terminology to ensure clear and consistent messaging across customer-f

Business Development Lead Generation Localization Translation Data Entry Reporting Documentation Administrative Coordination Microsoft Office Google Workspace Slack Outlook

Veterinary Nursing Intern

ZOO Wrocław Sp. z.o.o.

Feb 2014 - Jun 2014 (4 months)

Worked alongside the zoo's veterinary team, assisting with examinations and veterinary procedures. Collected clinical information and data throughout the placement to support my Bachelor's final thesis.

Veterinary Nursing Clinical Data Collection Animal Care