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Ígor Zemor

@gorzemor

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Customer Operations leader at Gupy who cut support cost per ticket 40% with AI agents.

Brazil

Message

At Gupy, I led Implementation and Professional Services, CS Operations, and CX & Support. In CX & Support, I sponsored AI agents that cut cost per ticket by 40%, with about half of tickets resolved without human handling.

In CS Operations, I raised ARR per post-sale employee by 25% in nine months and grew expansion from about 10% to 30% of CS revenue. I also built a Health Score model and predictive churn index with the Data team.

I created an Enterprise premium support service that added about R$200k in MRR, and designed a technical integration service that generated more than R$100k in MRR. I also ran post-sale integration for the acquisitions of Niduu, Kenoby, and Pulses.

Experience

Work history, roles, and key accomplishments

Customer Experience (CX) & Support Manager

Gupy

Jan 2024 - May 2026 (2 years 4 months)

Led the omnichannel CX & Support operation serving 4,000+ B2B clients across 5 products, managing a ~50-person team and ~R$10M annual budget. Drove AI agent implementation, reducing cost per ticket by 40% and improving CSAT from 90% to 95%.

Customer Experience Support Operations AI Agents Salesforce Service Cloud Budget Management Team Leadership SLA Management CSAT BPO Management

CS Operations Manager

Gupy

May 2022 - Dec 2023 (1 year 7 months)

Led CS Operations team linking go-to-market functions, focusing on revenue goal cascading, segmentation, and capacity planning. Increased ARR per post-sale employee by 25% in 9 months and grew expansion revenue from ~10% to 30% of CS revenue.

Customer Success Operations Revenue Operations Health Scores Churn Prediction Capacity Planning Segmentation Playbooks Data Analysis

Implementation & Professional Services Manager

Gupy

May 2021 - May 2022 (1 year)

Led a team of 20+ implementation specialists and PMOs, standardizing implementation processes and reducing time to go-live by 30%. Designed and delivered Professional Services, generating R$100k+ MRR from technical integration services.

Implementation Management Professional Services Project Management Process Standardization Team Leadership Customer Onboarding

Implementation Coordinator

Gupy

May 2020 - May 2021 (1 year)

Coordinated Enterprise implementations and standardized the implementation method, training the implementation team.

Implementation Coordination Training Process Standardization

PMO Specialist

Gupy

Mar 2019 - May 2020 (1 year 2 months)

Built from scratch the Enterprise customer journey for implementation and adoption, defining activation and usage thresholds and success criteria.

Customer Journey Mapping Implementation Adoption Evaluation Criteria

Project & Performance Analyst

Somos Educação

Feb 2018 - Mar 2019 (1 year 1 month)

Set up and ran the Project Management Office of the Schools division, including project and investment governance with the CFO, and managed project management training.

Project Management Office Governance Training Performance Analysis