Remote-first positions in customer service specializing in knowledge management, customer experience and CX operations.
CFLooking for a job
Carlos Ferrer
@carlosferrer
I can help you create, meassure and maintain an efficient customer-obsessed support team.
MexicoWhat I'm looking for
Senior customer experience and technical support generalist with 10+ years experience in customer service and technical support teams.I’ve helped companies create and maintain efficient and scalable customer service teams with an emphasis on security, customer satisfaction and reliable documentation.Senior customer experience and technical support generalist with 10+ years experience in customer service and technical support teams.I’ve helped companies create and maintain efficient and scalable customer service teams with an emphasis on security, customer satisfaction and reliable documentation.
Experience
Work history, roles, and key accomplishments
RECurrent
Mmaintained 94%+ CSAT, resolving 50-70 technical queries weekly. Provided technical writing for internal and external knowledge centers, helped streamline SOPs by 35% and reduced escalations by 25%. I leveraged AI for a 45% FiRT improvement in responses. Provided 1:1 onboarding support, helping new peers achieve 100% KPI attainment.
HOManaged, hired, trained, and QA'd 80+ Customer Support Agents, achieving 90% CSAT & 40 tickets/agent/week with a 50% promotion rate. Optimized onboarding, reducing training time by 40%. Zendesk Admin streamlining reporting, provided premier support during escalations to Fortune 100 clients and government agencies, managed a 6,000-ticket backlog in a 6 month period, and implemented GDPR compliance
Education
Degrees, certifications, and relevant coursework
UGUniversidad de Guanajato
Bachelor of Engineering, Information Technology Administration and Management
Availability
Looking for a job
Location
MexicoAuthorized to work in
Salary expectations
50k-65k USD
Social media
Job categories
Skills
Technical SupportCustomer SupportSAAS Customer SupportTechnical WritingTeam LeadershipCustomer Support ManagementUser TrainingUser RetentionCustomer Operations ManagementCustomer OperationsCX OperationsZendeskZendesk AI Bot ExperienceNotionDocumentation Sources (NotionDocumentationHelp Center ContentHelp Content
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