# Franco Lo Cicero Franco Lo Cicero is a remote worker on Himalayas, Support Team Lead, B2C & B2B at Ontop, based in Argentina. Source: https://himalayas.app/@francolocicero ```text I lead support operations and build AI automation that improves customer outcomes. ``` | Detail | Value | | --- | --- | | Availability | Looking for a job | | Location | Argentina | | Authorized to work in | Argentina | | Salary expectations | 30k+ USD | | Job categories | Support Operations Lead, Customer Experience Manager, Technical Support Manager, Product Operations Manager, Automation Specialist | | Skills | Support Operations, Customer Experience, Zendesk, Zendesk Support, Zendesk Explore and Analytics, Zendesk Guide, Zendesk Apps Framework (ZAF), Intercom, SLA Management, Escalation Management, Quality Assurance, Coaching, Capacity Planning, Playbooks, Documentation, Customer Satisfaction (CSAT) Reporting, First Response Time, Average Handle Time, Anthropic Claude API, Prompt Engineering, MCP Servers, AI assisted Development, N8n, Zapier, Google Apps Script, Notion, Airtable, JavaScript, NodeJS, SQL, TypeScript, Python, HTML5, CSS, REST APIs, Git, WordPress, Team Leadership, Cross Functional Collaboration, Business cases, ROI Analysis, Stakeholder Communication | ## What I'm looking for ```text 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. ``` ## About ```text 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 ### Support Team Lead, B2C & B2B Ontop. May 2024 - Sep 2026 ```text 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. ``` Skills: 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 ```text Led B2C support team, managing queue prioritization, escalations, and SLA adherence. Coached agents and defined QA standards. ``` Skills: 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 ```text Provided B2C support, resolving technical and account issues while maintaining response quality and speed. ``` Skills: 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 ```text Delivered multichannel customer support for a high-growth fintech user base, resolving technical and account issues. ``` Skills: Customer-Support, Multichannel-Support, Problem-Solving, Communication-Skills ### Product Operator Reserve. Mar 2021 - Jun 2023 ```text Owned product operations and transaction-processing workflows, logging and reconciling high transaction volumes with accuracy. Resolved escalated technical issues and managed databases. ``` Skills: SQL, Airtable, Database-Management, Transaction-Processing, Technical-Support, Documentation ### Web Development & Design Team Leader Mingo Agency. Mar 2018 - Nov 2020 ```text Led a small web and design team, owning project delivery, timelines, and client communication. Coordinated cross-functional execution from brief to launch. ``` Skills: Web-Development, Design, Team-Leadership, Project-Management, Client-Communication ## Education ### Treehouse JavaScript Foundations, JavaScript ```text Completed JavaScript Foundations training at Treehouse in 2020. ``` ### IUTTOL Higher Technical Degree ```text Completed a Higher Technical Degree at IUTTOL in 2017. ``` ## Tech stack - Intercom - Node.js - Zendesk - JavaScript - Python - HTML5 - Notion - WordPress - TypeScript - Git - Zapier - SQL - Airtable - Anthropic Claude API - N8N To contact Franco, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire). ## People also viewed - [Cynthia Benítez](https://himalayas.app/@cynthiabentez): Customer Operations Manager, Brave Thinking Institute - [Carla Coria](https://himalayas.app/@carlacoria): Director of Candidate Success, Visa Solutions Healthcare - [Lucía Morales](https://himalayas.app/@lucia_morales): Operations Coordinator, Horizon Property Management - [Miguel Torres](https://himalayas.app/@migueltorres3): Support Technician II, Reeco / YozmaTech - [Solana Romero](https://himalayas.app/@solanaromero): Full Stack Developer, Accenture - [Yael Sosa](https://himalayas.app/@yaelsosa): Customer Support Specialist, SupportYourApp - [Valeria Lorenzo](https://himalayas.app/@valerialorenzo): Process Modelling and Knowledge Manager, AI Adoption, Zalando - [Yule Salazar](https://himalayas.app/@yulesalazar): Ejecutiva de Onboarding , Bistrosoft - [Camila Pereyra](https://himalayas.app/@camilapereyra): Customer Support Leader, MODAK - [Pedro Lopez](https://himalayas.app/@pedrolopez1): Senior Analyst, Operations Performance, Itti (Grupo Vázquez)