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Franco Lo Cicero

@francolocicero

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I lead support operations and build AI automation that improves customer outcomes.

Argentina

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What I'm looking for

I'm looking to lead and improve support or CX operations while building practical AI automation, data tools, and workflows that help teams resolve customer issues faster and at higher quality.

At Ontop, I led a 10-person B2C and B2B support operation, sustaining 96% CSAT and a five-minute first-response time. I improved same-business-day resolution from 50% to 86% through workflow and process redesign.

I build the tooling behind the operation, including two Zendesk AI assistants powered by Anthropic Claude, Google Apps Script, and ZAF. These tools generated 4,314 AI-assisted replies, automated ticket workflows, and helped remove 30% of repetitive tickets.

Previously, I supported high-growth fintech customers at DolarApp and owned product operations, transaction processing, and technical support at Reserve. I bring hands-on experience connecting support, product, engineering, and FinOps through data, documentation, automation, and practical operational improvements.

Experience

Work history, roles, and key accomplishments

Support Team Lead, B2C & B2B

Ontop

May 2024 - Sep 2026 (2 years 4 months)

Led a team of 10 support agents across B2C and B2B, sustaining 96% CSAT and a 5-minute first-response time. Improved same-business-day resolution from 50% to 86% and built in-house AI tools for Zendesk.

Zendesk Intercom SLA Management QA Coaching Capacity Planning AI Automation Anthropic Claude API Google Apps Script N8n Zapier JavaScript SQL TypeScript Python REST APIs Git WordPress

B2C Support Team Lead

Ontop

Nov 2024 - Jan 2026 (1 year 2 months)

Led B2C support team, managing queue prioritization, escalations, and SLA adherence. Coached agents and defined QA standards.

Zendesk Intercom SLA Management QA Coaching Capacity Planning AI Automation Anthropic Claude API Google Apps Script N8n Zapier JavaScript SQL TypeScript Python REST APIs Git WordPress

B2C Support Specialist

Ontop

May 2024 - Nov 2024 (6 months)

Provided B2C support, resolving technical and account issues while maintaining response quality and speed.

Zendesk Intercom SLA Management QA Coaching Capacity Planning AI Automation Anthropic Claude API Google Apps Script N8n Zapier JavaScript SQL TypeScript Python REST APIs Git WordPress

Technical Support

DolarApp

Sep 2023 - Dec 2023 (3 months)

Delivered multichannel customer support for a high-growth fintech user base, resolving technical and account issues.

Customer Support Multichannel Support Problem Solving Communication Skills

Product Operator

Reserve

Mar 2021 - Jun 2023 (2 years 3 months)

Owned product operations and transaction-processing workflows, logging and reconciling high transaction volumes with accuracy. Resolved escalated technical issues and managed databases.

SQL Airtable Database Management Transaction Processing Technical Support Documentation

Web Development & Design Team Leader

Mingo Agency

Mar 2018 - Nov 2020 (2 years 8 months)

Led a small web and design team, owning project delivery, timelines, and client communication. Coordinated cross-functional execution from brief to launch.

Web Development Design Team Leadership Project Management Client Communication