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Mayra G

@mayrag

Support operations leader building scalable customer support systems and integration workflows that improve CSAT and reduce downtime.

Brazil

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What I'm looking for

Senior remote operator seeking Head of Operations, Head of Support, or Director of Operations at SaaS or tech companies. I build systems from zero, lead distributed teams, present to executive leadership, and use AI tools daily to drive results.

I’m a support operations leader with 7+ years building and scaling customer support operations for SaaS and technology teams. I’ve designed support infrastructure from zero—SLA frameworks, escalation architecture, team role matrices, QA programs, and OKR-based performance systems—while staying hands-on with coaching and troubleshooting.

I’m comfortable advising C-suite leaders and presenting executive reporting, without losing the operational details that drive outcomes. I lead structured QA reviews, coaching sessions grounded in live tickets, and cross-functional alignment with engineering and product to turn customer insights into roadmap improvements.

Technically, I bring deep fluency across integration platforms (Jira, Azure DevOps, ServiceNow, Salesforce and more) and I’ve resolved complex multi-platform issues end-to-end. I’ve also led distributed remote teams across US, LATAM, UK, and European markets, and I’m proud to have driven measurable gains like a 30% increase in customer satisfaction and a 30% reduction in system downtime.

Experience

Work history, roles, and key accomplishments

Current

Executive Assistant

Current

Hill & Co

Mar 2025 - Present (1 year 2 months)

Supported the Founder and CEO of a boutique consulting firm by managing complex time-zone calendars, drafting executive communications, and coordinating stakeholders with clients and partners. Prepared meeting summaries and weekly reports and supported active consulting engagements.

Executive Support Calendar Management Executive Communication Drafting Stakeholder Coordination Time Zone Scheduling Meeting Summaries Weekly Reporting Client Partner Coordination

Current

Operations & Customer Support Lead

Current

AT Sigma

Sep 2024 - Present (1 year 8 months)

Managed agent performance evaluation, scheduling, shift coordination, and SLA monitoring for an enterprise rugged mobile device support program. Handled hardware troubleshooting and RMA workflows, and conducted EU regulatory compliance analysis (Battery Regulation, WEEE Directive, GDPR) using obligation matrices.

RMA Workflows Regulatory Compliance Batteries Regulations GDPR

Current

Head of Support & Operations

Current

Getint

Dec 2023 - Present (2 years 5 months)

Built the support and operations function from scratch for a SaaS integration platform, designing SLA frameworks and escalation architecture and launching Jira support workflows and automations. Drove 30% higher customer satisfaction and 30% lower system downtime while leading 2 L1 agents and reporting directly to the CEO and CTO.

SLA Design Escalation Management Jira Service Management Jira Workflows & Automations Atlassian Rovo Virtual Agents Operational OKRs Support QA Programs Virtual Agent

Customer Success Manager

AdaQuest

Aug 2023 - Sep 2024 (1 year 1 month)

Led customer engagement across the US, LATAM, and Brazil for Microsoft-ecosystem cybersecurity services, running pre-sales consultations and re-engaging lapsed accounts. Drove upsell and cross-sell opportunities in coordination with Microsoft stakeholders.

Customer Success Pre sales Consultations Lapsed Account Re engagement Upsell & Cross sell Stakeholder Management Multi region Account Management Customer Engagement

Customer Support Specialist

Bullitt Group (CAT Phones)

Aug 2020 - Dec 2023 (3 years 4 months)

Delivered technical support for rugged mobile devices via chat, email, and phone serving 500+ customers monthly while maintaining 95%+ CSAT and 90% first-resolution rate. Reduced response times by 20% and acted as a liaison between customers and internal teams in English, Portuguese, and Spanish.

Technical Customer Support Omnichannel Support (Chat Email Phone)CSAT Management First Resolution Rate Response Time Optimization Customer Escalation Liaison Multilingual Support (EN PT ES)Troubleshooting

Operations Manager & Account Manager

Pinchforth

May 2022 - Feb 2023 (9 months)

Built SOPs from scratch for customer interactions, onboarding/offboarding, payments, and internal operations, partnering with the CEO on hiring, training, budgeting, and resource allocation. Reduced onboarding time by 30%, increased team productivity by 15%, and led cross-functional campaigns delivering 95% client satisfaction and performance reports driving a 30% ROI increase.

performance reporting SOP Development Onboarding & Offboarding Hiring & Training Budgeting Resource Allocation Campaign Execution Performance Reporting ROI Analysis

Shift Lead & Customer Support Agent

Lime

Sep 2018 - Mar 2020 (1 year 6 months)

Managed a team of 26 support agents overseeing scheduling, workload distribution, QA reviews, and coaching. Improved first response time by 25%, reduced escalation rate by 15%, increased CSAT by 20%, and handled complex escalated cases including accident claims and law-enforcement inquiries.

Support Team Leadership Scheduling & Workforce Management QA Reviews Coaching Escalation Handling Claims Support CSAT Improvement Customer Service Process Optimization