Jake Carillo

Lead and develop a multi-channel customer support team, ensuring high-quality service. Own day-to-day support operations, monitor CSAT/SLA/NPS metrics, and partner cross-functionally to support campaigns and product launches.

Led and developed a team of 10 support agents, analyzed customer data to implement CX improvements, and managed quality assurance and calibration. Hosted weekly NPS reviews and managed brand reputation across social and review platforms.

Delivered 1:1 client consultation to guide marketplace sellers, managed client accounts for retention, and handled client enquiries via Zendesk and social channels. Guided clients to suitable subscription plans and relayed feedback to product teams.

Senior Operations Associate in the Customer Experience – Ecommerce team, handling operations and customer support tasks.

Operations Associate in the Customer Experience – Ecommerce team, supporting ecommerce operations.

Delivered back-office, non-voice, and email support for a publishing content solutions client. Worked with MPS data, SAP, licensing, and invoicing processes, and supported catering services operations for clients across the Rest of World region.

Managed client enquiries on Arcadier products, pricing, and features, responding via Zendesk and social channels. Guided clients to suitable subscription plans and relayed structured feedback to product teams.

Pursued a Bachelor's Degree in Hospitality, Tourism, and Hotel Management.