Daniel Roman

I am a customer-obsessed support and onboarding specialist with over 3 years of experience in the SaaS industry. My expertise lies in translating user feedback into actionable product improvements, leading cross-functional initiatives, and enhancing user experiences through data-driven decisions. I pride myself on my strong communication skills, which have been pivotal in maintaining high customer satisfaction rates.

Currently, I work at Woosender, where I have authored and maintained over 20 help articles and onboarding materials, successfully reducing repetitive support tickets by 30%. I have also created internal videos for new feature releases and designed in-product onboarding flows that streamline new user activation. My role involves leading client feedback collection efforts and collaborating closely with the Product and Engineering teams to prioritize new features and address bugs effectively.

In addition to my technical support responsibilities, I lead a team of five support agents, conducting weekly coaching sessions that have significantly improved our team's customer satisfaction scores. My commitment to proactive client communication has helped maintain a CSAT of over 90%. I am passionate about supporting product launches through user research and documentation, acting as a vital liaison between customers and the Product team to shape our roadmap priorities.