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Ketrin Polešak

@ketrinpoleak

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Customer success and product support specialist optimizing user experience.

Croatia

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What I'm looking for

I seek a role where I can drive product improvements through customer insights, maintain clear documentation, collaborate with product and QA teams, and contribute to a user-centered, cross-functional culture that values continuous improvement.

I am a Customer Success & Product Support Specialist with strong experience in SaaS and publishing platforms, focused on translating customer feedback into actionable product improvements. I consistently bridge the gap between customers and development teams to resolve issues and improve platform usability.

At Guesty I delivered multi-channel technical support, maintained SLA compliance, and created internal knowledge base content while supporting QA through trend monitoring. Previously, I managed publishing workflows at IntechOpen and optimized author/editor journeys through documentation and cross-team collaboration.

I bring expertise in documentation, process optimization, and user journey mapping, and I am passionate about improving UX through data-driven insights and clear communication between customers, product, and technical teams.

Experience

Work history, roles, and key accomplishments

Operations & Client Support

Tourism Agencies

Jan 2015 - Jan 2028 (13 years)

Managed guest communications, bookings, and invoicing for international clients and resolved platform-specific issues across Booking.com, Airbnb and HomeAway. Gathered user feedback to improve client satisfaction and coordinated with platform representatives to optimize listings.

Invoicing Booking.Com Airbnb Customer Experience Process Optimization Client Relations

Customer Support Specialist

Guesty

Jan 2022 - Jan 2025 (3 years)

Delivered multi-channel technical support and ensured SLA compliance while acting as liaison to development teams to resolve bugs and improve platform usability. Created and maintained knowledge base content and proposed product improvements based on recurring issue analysis.

Customer Support Zendesk SaaS Technical Troubleshooting Documentation

Author Service Manager

IntechOpen

Jan 2019 - Jan 2020 (1 year)

Managed end-to-end publishing workflows and provided daily author/editor support while optimizing user journeys through platform updates and internal documentation. Collected feedback to improve author and editor experience and collaborated with marketing and technical teams to streamline processes.

Customer Support Documentation Process Optimization Email Support Platform Operations

Education

Degrees, certifications, and relevant coursework

University of Rijeka, Faculty of Tourism and Hospitality Management

Master's Degree, Hospitality Management

Master's degree in Hospitality Management from the Faculty of Tourism and Hospitality Management, University of Rijeka, focused on hospitality operations and management practices.