Luis Cuevas
@luiscuevas
Customer support and localization leader driving operational excellence and cross-functional growth.
SpainWhat I'm looking for
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
Head of Customer Support & Sales
iGERENT
Jan 2025 - Present (11 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.
Freelance Music Producer
Self Employed
Jan 2009 - Present (16 years 11 months)
Provided songwriting, recording, mixing and mastering services for multiple artists and managed live shows and physical releases (CD/vinyl) and merchandising.
KSBuilt 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.
KSLed localization and translation projects using Crowdin for clients expanding into up to 20 languages, reporting ETAs and delivery metrics to management and clients.
KSHandled multi-platform ticket replies and app store responses, provided in-game moderation and user guidance to improve customer satisfaction and store review outcomes.
Education
Degrees, certifications, and relevant coursework
Luis hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
SpainAuthorized to work in
Job categories
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