At Noctorial, I owned complex customer support escalations from triage through closure, working with Engineering and Product to investigate issues and follow fixes through to customers. I used escalation, CSAT, and severity data to identify gaps; closing knowledge gaps helped reduce escalations by 45% in two months.
I built AI-powered support workflows using Make, webhooks, and the OpenAI API for conversation triage, classification, and draft replies. I also became product owner of an in-house support CRM built with Claude Code, Next.js, and Supabase.
At Noctorial, I led a core team of six, with about 20 at peak, introduced two team leads, and hired around 10 people. Earlier, as Technical Support Supervisor / Specialist at LeadDesk, I led a team of five and wrote incident and escalation protocols for a global telecommunications enterprise account.
My background spans B2B SaaS and fintech support, from L2 technical support to running the support function. I also bring a BSc in Chemical Engineering, an MSc in Food Technology, and Scrum Master and Google Data Analytics certifications.
