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Diego Tejada

@diegotejada

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Customer Success Team Lead at HORATIO overseeing FinTech operations processing $24B+ in annual volume.

Dominican Republic

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What I'm looking for

I'm seeking a remote independent contractor role.

At HORATIO, I oversee a 16-person team supporting a FinTech platform that processes more than $24B in annual volume and 1.2M+ monthly transactions. I handle complex escalations involving disputes, sync failures, and compliance issues.

I was selected as the sole first-wave Team Lead to launch the Honduras site, training local leadership and agents. The launch achieved the highest CSAT in the account's history.

I authored three data-backed SOP recommendations adopted into the central enterprise database, standardizing procedures across three BPO partners and six CX sites. I also conduct weekly DSAT root-cause analysis and align with operations, customer success, executives, and vendor leadership.

Previously at HORATIO, I partnered with engineering and product design on an app rebrand, testing workflows and auditing copy before facilitating go-live training across three sites. At RAYUELA, I managed customer sales journey touchpoints, retail store logistics, and issue resolution workflows.

Experience

Work history, roles, and key accomplishments

Current

Team Lead

Current

Horatio

Dec 2025 - Present (11 months)

Directs a 16-person team, overseeing escalations for a platform processing $24B+ annual volume and 1.2M+ monthly transactions. Led the launch of the Honduras site and authored SOPs adopted across multiple sites.

Team Leadership FinTech Escalations SLA Management Data Analysis SOP standardization Zendesk Slack Google Sheets Zoho Medallia Superblocks Stripe Check Out Confluence Notion

Senior Customer Service Associate

Horatio

Mar 2025 - Dec 2025 (9 months)

Partnered with engineering and product design teams on an app rebrand, testing UX workflows and structuring escalation protocols. Monitored queue flow and provided agent coaching to improve CSAT and TPH.

Product Collaboration UX Testing Escalation Management Queue Management Agent Coaching CSAT Improvement

Customer Experience Associate

Horatio

Jun 2024 - Feb 2025 (8 months)

Executed complex FinTech workflows, achieving a 96.45% QA score and a 4.08/5 CSAT rating. Worked with partners to ensure successful customer payments.

Fintech Support Fintech Workflows QA Compliance Customer Satisfaction Payment Processing