Kaya Sena
@kayasena
Dynamic custumer sucess and custumer experience representive with almost 5 years of CS|CX
BrazilWhat I'm looking for
Customer Support, Customer Success & Tech Support Specialist (Tier 1–2) | 4+ Years in SaaS, Cloud, FinTech & E-Commerce
Experienced in multi-channel support (chat, email, phone) and cross-product ecosystems. Skilled in growth, customer success, onboarding, wallet/account management, billing, retention, and troubleshooting.
Liaison between customers and internal teams, translating complex technical solutions into clear, user-focused guidance. Proficient with Zendesk, HubSpot, Salesforce, CPQ, Airtable, ClickUp, Slack, and Stripe.
Strong technical foundation in computer science, data systems, and cloud tech. Thrives in fast-paced, global environments. I value deep connections and KYC, building trust, and autonomy. Strong skills in time management and large workloads with emphasis on a scalable, solution-driven service.
Experience
Work history, roles, and key accomplishments
Customer Support II
Stealth Mode Three
Mar 2025 - Present (1 year 3 months)
● Deliver Tier 1–2 technical support across the ImprintNow ecosystem (40+ international e-commerce websites under Stealth Mode Three, operating in the USA, UK, Canada, Australia, and New Zealand).
● Handle 100+ complex daily customer centric, technical and operational support cases using Zendesk, HubSpot, ClickUp, and Stripe.
● Troubleshoot payment issues, general support and backend errors
Sales Development Representative
Meta
Dec 2023 - Aug 2024 (8 months)
As an SDR for Meta, I provided strategic support for small and medium businesses, focusing on campaign optimization for B2B and B2C clients. I developed tailored digital marketing strategies, optimized campaigns through data analysis, and performed active prospecting to drive revenue growth.
Demand Generation Representative
Amazon Web Services
Mar 2022 - Dec 2023 (1 year 9 months)
In my role at AWS, I focused on lead prospecting and mapping target companies. I collaborated with the Inside Sales team to accelerate the sales process and developed lead nurturing strategies using marketing automation, ensuring effective campaign execution.
Customer Service Agent
Jan 2021 - Feb 2022 (1 year 1 month)
As a Customer Service Agent for Google, I provided bilingual support for various products, ensuring high customer satisfaction. I managed multi-channel support and documented interactions, consistently achieving positive feedback and improving support efficiency.
Education
Degrees, certifications, and relevant coursework
FIAP
Associate’s Degree, Game Development
2025 - 2027
Universidade Federal do ABC
Bachelor Degree, Ciência da Computação
2021 - 2025
Computer Science grad
Técnico em Informática
Tecnologo Degree, Técnico em Informática
2014 - 2016
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Social media
Job categories
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