Looking for a job

Mayra G

@mayrag

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

Brazil

Message

What I'm looking for

I’m looking for remote roles in customer support, customer success, operations, onboarding, or executive support. I’m open to hands-on specialist and individual-contributor positions as well as team leadership opportunities, especially with SaaS and technology companies.

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.

Experience

Work history, roles, and key accomplishments

Current

Head of Support & Integration Lead

Current

Getint

Dec 2023 - Present (2 years 10 months)

Head of Support & Integration Consultant Lead. Joined Getint in December 2023; leadership responsibilities began in March 2024. Built support workflows, SLA frameworks and escalation processes for a SaaS integration platform. Lead support and integration consulting, coach colleagues, investigate integration issues, and coordinate customer onboarding and developer handoffs.

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

Executive Assistant

Hill & Co

Mar 2025 - Sep 2026 (1 year 6 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

Operations & Customer Support Lead

AT Sigma

Sep 2024 - Jun 2026 (1 year 9 months)

Led five agents on my shift for the Sonim support program through AT Sigma, with reporting across the full 20-person team. Managed performance evaluation, scheduling, shift coordination and SLA monitoring. Handled hardware troubleshooting and RMA workflows. Conducted EU compliance analysis (Battery Regulation, WEEE Directive, GDPR) using obligation matrices.

RMA Workflows Regulatory Compliance Batteries Regulations GDPR

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 and 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. Acted as a liaison between customers and internal teams in English, Portuguese and Spanish.

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

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. Led cross-functional campaigns and prepared performance reports.

performance reporting SOP Development Onboarding And Offboarding Budgeting Resource Allocation Campaign Execution ROI Analysis Hiring and Training

Shift Co-Lead & Customer Support Agent

Lime

Sep 2018 - Mar 2020 (1 year 6 months)

Co-led a team of 26 support agents, overseeing scheduling, workload distribution, QA reviews and coaching. Handled complex escalated cases including accident claims and law-enforcement inquiries.

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