Kristina Golab

I’m a Senior Operations Manager in the Customer Service industry, with 15 years of international leadership experience. I’ve built and scaled operations, customer service functions, and multi-department teams across multiple countries—often starting from scratch.

In my current role as Operations Manager at a SaaS hotel management company, I oversee daily operations, ensure shift coverage, and drive smooth onboarding during office growth. I monitor KPIs, analyze trends, and lead weekly Team Lead follow-ups to improve coaching and quality, while representing the local office in leadership and strategy meetings.

Previously, as Office and Customer Support Manager at the same SaaS company, I established the local office from scratch and managed operational, administrative, and people functions. I also served as the first Customer Support agent, handling emails, calls, payments, refunds, and chargebacks, while owning HR/legal and administrative responsibilities such as contracts and documentation. I recruited, trained, and onboarded the first hires to set the foundation for a strong office culture and efficient operations.

Earlier, as a Customer Service Manager and Customer Support Specialist, I resolved complex complaints, supported high-volume customer interactions, and worked on continuous improvements. Across these roles, I’ve stayed focused on customer experience, process and workflow optimization, and performance management through KPI reporting—using tools such as Freshdesk, HelpScout, 3CX, Teamtailor, Asana, Trello, and Redmine.