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Iulia Rotaru

@iuliarotaru

I build high-performing customer support operations, teams, and self-service experiences that improve customer outcomes.

Romania

Message

What I'm looking for

I'm looking to lead customer support or operations teams where I can improve customer experience, build scalable processes and self-service journeys, develop people, and partner cross-functionally to deliver measurable business results.

I've led customer support and operations teams at Virta, Amazon, Microsoft, and Cinema City, improving service quality, scaling vendor support programs, and delivering measurable operational results. At Virta, I built and managed a six-person Level 2 technical support team for EV charging customers and reduced inbound ticket volume by 15% through improved FAQ, knowledge-base, and AI chatbot content.

At Amazon, I owned KPIs and capacity for premium vendors across international marketplaces, led teams across RO, NL, PL, TR, and SE, and served as a Bar Raiser in 400+ interviews. I enjoy turning customer feedback, operational data, training, and cross-functional collaboration into stronger processes, faster support, and teams that consistently meet their goals.

Experience

Work history, roles, and key accomplishments

Customer Support Manager

Virta Ltd

Aug 2024 - Jan 2026 (1 year 5 months)

Built and managed a 6-person Level 2 technical support team, covering Tier 1 and Tier 2 support for B2C and B2B customers across multiple EV charging marketplaces. Generated and analyzed support metrics, identified improvement areas, and led recruitment and training initiatives.