Guilherme Garcia
@guilhermegarcia
Customer support and operations leader specializing in regulated crypto environments, KYC/AML, and high-volume customer experience.
BrazilWhat I'm looking for
I’m a customer support and operations professional with over ten years of experience supporting users in regulated, high-volume environments, including cryptocurrency and digital asset platforms. I’m known for clear communication, empathy, and managing complex cases while delivering a positive customer experience in fast-paced, remote settings.
At Kraken, I provide multi-line client engagement support across deposits/withdrawals with missing or unclaimed funds, KYC and onboarding, and compliance-driven escalations. Previously, I led a customer experience team at Uber and improved service consistency by monitoring metrics, acting as the primary escalation point, and partnering with Quality, Learning, and Operations to strengthen the end-to-end customer journey.
Experience
Work history, roles, and key accomplishments
Provided customer support via chat and email across three simultaneous business lines, including deposits and withdrawals with missing or unclaimed funds, KYC/onboarding, and platform issues. Reviewed customer documentation under AML controls, guided account access and 2FA recovery, and maintained accurate records to support audit readiness while escalating potential risk or fraud.
Supported customers in a regulated crypto environment focused on fiat-to-crypto and crypto operations, account issues, and compliance-related inquiries. Partnered with Compliance, Engineering, Fraud, and Platform teams to resolve escalated cases and contributed to help center documentation to improve customer self-service and trust.
Customer Experience Team Lead
Uber
Aug 2019 - Nov 2020 (1 year 3 months)
Led and coached a customer experience team delivering consistent, high-quality support at scale. Monitored performance and quality standards, served as the primary escalation point for complex cases, and partnered with Quality, Learning, and Operations to improve the end-to-end customer journey.
Quality Specialist II
Uber
Apr 2017 - Aug 2019 (2 years 4 months)
Analyzed quality metrics for in-house and BPO support teams and delivered actionable feedback to improve service consistency. Supported continuous improvement initiatives focused on operational excellence and customer satisfaction.
Provided advanced technical support to strategic customers for a global hardware and software company. Diagnosed and resolved complex technical issues while communicating clearly with both technical and non-technical users.
Education
Degrees, certifications, and relevant coursework
E.E. Armando Gomes de Araujo
High School Equivalent, General Education
Completed a high school equivalent at E.E. Armando Gomes de Araujo (2011).
Availability
Location
BrazilAuthorized to work in
Job categories
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