At iLovePDF, I built the customer support function from zero: the team, processes, tools and knowledge base. I grew it from a one-person operation into a multilingual team of eight supporting consumer, Business and Enterprise customers.
I own support operations across iLovePDF, iLoveSign and iLoveImage, including KPIs, tiered SLAs, quality and retention. By redesigning customer intake with segmentation, self-service and AI summarisation, I reduced incoming ticket volume by 20% and cut case reopens from 4–5 to 1–2.
I retained 50% of customers at risk of churning because of technical issues, using workarounds, extended premium access and partial refunds. I also built the department’s operating system in Notion and introduced AI agents to surface relevant workflows for support cases.
At iLovePDF, I connect customer needs with product and engineering, using ticket data to inform the roadmap and escalating recurring issues. Before that, I handled customer support single-handedly as Founding Support Specialist and served as de facto product QA across product releases and apps.
