Open to opportunities

Chassil Acapulco

@chassilacapulco

Message

I lead customer success teams and retain web-services and food-delivery clients.

Philippines

Message

What I'm looking for

I'm looking to lead customer success, onboarding, retention, and escalation work for international clients, ideally in a collaborative remote environment where I can coordinate cross-functional teams and improve customer outcomes.

At Cleora, I lead a team of seven support specialists while owning VIP customer accounts and serving as the final escalation point. I coordinate designers, developers, and SEO teams to bring customer cases through to closure.

I've managed website clients from onboarding and kickoff through implementation and ongoing support, translating business goals into clear edit requests for engineering and design. I maintained 90%+ CSAT and internal QA scores while managing 10–15 tickets and 3–5 calls per day.

I also run Claude-assisted SEO and QA reviews across client websites, identifying issues in spelling, grammar, contrast, and spacing for internal teams to address.

Earlier at foodpanda, I onboarded partner restaurants, maintained menus and pricing, resolved account, payment, and order concerns, and coordinated delivery updates in real time. I bring eight years of customer-facing experience across international web-services and food delivery, including five years working remotely.

Experience

Work history, roles, and key accomplishments

Customer Success Team Lead

Cleora

Jan 2023 - Jun 2026 (3 years 5 months)

Led a team of 7 support specialists, setting daily ticket priorities, running team meetings, and coaching low performers back to target. Owned VIP customer accounts and served as the final escalation point, pulling in designers, developers, or SEO and seeing each case to close.

Team Leadership Customer Success Escalation Management SEO QA Zendesk TalkDesk Slack Notion Google Workspace

Customer Success Manager

Cleora

Jul 2021 - Dec 2023 (2 years 5 months)

Managed a portfolio of multiple website clients and served as their primary point of contact throughout onboarding, implementation, and ongoing support. Led onboarding and kickoff calls, gathered business requirements, set expectations, explained workflows, and guided customers through next steps.

Customer Onboarding Client Portfolio Management Relationship Management Ticket Management CSAT Zendesk TalkDesk Slack Notion Google Workspace

Customer Support Specialist

foodpanda

Oct 2017 - Apr 2021 (3 years 6 months)

Onboarded new partner restaurants, guiding owners through account setup, menu configuration, and go-live. Responded to client and partner concerns across chat, email, and phone, resolving order, account, and payment issues with professionalism and empathy.

Customer Support Onboarding Ticket Management Zendesk TalkDesk Slack Notion Google Workspace