Open to opportunities

Luis Cuevas

@luiscuevas

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Customer support and localization leader driving operational excellence and cross-functional growth.

Spain

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What I'm looking for

I seek a leadership role in customer support or localization where I can scale remote teams, improve KPIs, implement data-driven workflows, and collaborate cross-functionally in an agile, growth-oriented environment.

I am a bilingual (English/Spanish) customer support and localization leader with deep experience scaling remote teams and improving operational performance across IP services and games industries.

At iGerent I lead a team of 6 IP-specialized Support Consultants, implemented productivity dashboards, and delivered a 10% productivity increase within four months while owning inbound sales for trademark and design registrations.

At Keywords Studios I built and grew projects from launch to crews of up to 100 agents, coached teams of 30, maintained 90%+ CSAT and 96%+ quality, and managed localization work across Crowdin for up to 20 languages.

I also produce music and deliver freelance audio production services, bringing cross-disciplinary creativity and technical troubleshooting skills to operations, tooling, and process design.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Support & Sales

Current

iGERENT

Jan 2025 - Present (1 year 5 months)

Manage a 6-person IP-specialized support team and lead inbound sales for trademark, copyright and design registrations; implemented workflows and dashboards that increased productivity by 10% within four months.

Customer Support Management Zendesk When I Work Dashboards Process Improvement Escalation Management

Current

Freelance Music Producer

Current

Self Employed

Jan 2009 - Present (17 years 5 months)

Provided songwriting, recording, mixing and mastering services for multiple artists and managed live shows and physical releases (CD/vinyl) and merchandising.

Music Production Mixing Mastering Live Show Management Vinyl CD Production Audio Editing Merchandising

Team Lead - Customer Support

Keywords Studios

Jan 2018 - Jan 2025 (7 years)

Built and scaled customer support projects to crews of up to 100 agents, coached teams of 30, and delivered KPIs averaging 90%+ CSAT, 96%+ quality and 100%+ productivity.

Coaching KPI Analysis Process Design Scaling Teams

Team Lead - Localization & Translation

Keywords Studios

Jan 2018 - Jan 2025 (7 years)

Led localization and translation projects using Crowdin for clients expanding into up to 20 languages, reporting ETAs and delivery metrics to management and clients.

Localization Crowdin Proofreading Project Reporting Google Sheets Localization QA

Player Support Agent

Keywords Studios

Jan 2015 - Jan 2018 (3 years)

Handled multi-platform ticket replies and app store responses, provided in-game moderation and user guidance to improve customer satisfaction and store review outcomes.

Ticketing App Store Replies Troubleshooting Reporting Multichannel Support