Looking for a job

Codruta Iancau

@codrutaiancau

Message

I lead technical support escalations and improve email deliverability with customer data.

Romania

Message

What I'm looking for

I'm looking to lead technical support and escalation work where I can partner with product and engineering teams, mentor support professionals, use customer data to improve processes, and strengthen email deliverability and customer experience.

I've scaled customer support at Kartra, progressing from Tier 2 agent to Technical Lead for a team of nine. I represent urgent customer issues in leadership meetings and work directly with Product Management and Engineering to prioritize fixes.

I lead high-pressure escalations across Kartra's product surface, including CRM, email deliverability, payment integrations, custom domains, affiliate programs, page building, and API integrations. My data-backed recommendation for an email deliverability and CRM feature helped reduce email-related tickets by 20%.

I've mentored support teams, completed performance reviews, and launched cross-team security processes with Billing and email deliverability specialists to help reduce chargebacks.

Experience

Work history, roles, and key accomplishments

Technical Lead, Customer Support

Kartra (Genesis Digital, LLC)

Oct 2024 - Jul 2026 (1 year 9 months)

Promoted to Technical Lead after progressing through Tier 2 and Supervisor roles. Represented urgent customer issues in weekly leadership meetings, led the team through high-pressure situations, and presented data-backed suggestions that reduced email-related tickets by 20%.

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