Open to opportunities

Miguel Torres

@migueltorres3

Customer Success and Technical Product Support professional driving onboarding success and defect-ready investigations across SaaS teams.

Argentina

Message

What I'm looking for

I’m looking for a customer-facing role where I can own SaaS onboarding and lifecycle success while partnering with Product/Engineering to reproduce, document, and resolve defects—using tools like Jira and LogRocket to improve time-to-value and customer outcomes.

I’m a bilingual Customer Success and Technical Product Support professional with 8+ years of experience across B2B SaaS onboarding, technical investigation, procurement operations, and client lifecycle management. I bring a consistent 90%+ CSAT record and a client-first mindset shaped by years of teaching, onboarding, and cross-functional collaboration.

In my current role, I combine high-volume support and fulfillment for a hospitality SaaS platform—investigating purchasing, inventory, supplier configuration, and order processing issues while using LogRocket to review sessions, reproduce reported problems, and collect evidence for Product and Engineering. I document investigations in Jira with clear reproduction steps and findings, then coordinate with Customer Success, Operations, and Product to drive timely resolutions.

I’ve also led onboarding and lifecycle success for SaaS clients, translating business requirements into platform configurations to accelerate time-to-value and reduce early churn risk. Earlier, I managed 50–70 daily tickets in a fintech SaaS environment and strengthened Engineering outcomes by reproducing and documenting defects (including UI inconsistencies, OCR failures, and tax calculation errors), while maintaining fast first response and strong customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Support Technician II

Current

Reeco / YozmaTech

Sep 2025 - Present (11 months)

Provides hybrid technical support and procurement operations for a hospitality SaaS platform, investigating defects and supporting high-volume order processing. Uses session evidence to reproduce customer issues and documents findings in Jira for Product and Engineering.

Technical Product Support Procurement Operations Order Processing Purchase Order Management Defect Reproduction LogRocket Session Review Cross Functional Collaboration

Customer Success Manager

Phonexa

Apr 2025 - Jul 2025 (3 months)

Manages client onboarding and lifecycle success for a performance marketing and lead-distribution SaaS platform. Translates business requirements into platform configurations and coordinates cross-functional handoffs to reduce early churn risk.

Customer Success Management SaaS Onboarding Client Lifecycle Management Platform Configuration Stakeholder Management

Customer Success Manager

Saldo Apps

Apr 2023 - Apr 2025 (2 years)

Served as a de facto technical support specialist for a fintech SaaS app, handling high-volume tickets and defect reproduction. Collaborated with Product and Engineering on escalated issues and managed public responses to app store reviews.

Customer Support Defect Reproduction Bug Documentation Cross Functional Collaboration OCR Exception Resolution

Customer Success Associate

Finalis Inc.

Dec 2022 - Feb 2023 (2 months)

Supported onboarding for financial services clients on a compliance-heavy platform. Ensured data accuracy and compliance requirements, maintained CRM records, and supported onboarding workflows to resolve setup blockers.

Customer Onboarding Compliance Support CRM Data Management Account Support Issue Resolution

Customer Support Representative

Ekster

Apr 2021 - Jul 2022 (1 year 3 months)

Assisted customers with product, order, and warranty inquiries across chat and email channels. Resolved issues in a fast-paced e-commerce environment while delivering consistent support quality.

Customer Support Product Support Warranty Support Chat Email Support E Commerce Customer Service

Customer Support Representative

CookUnity

Oct 2021 - Feb 2022 (4 months)

Resolved customer inquiries via chat and email, investigating order and delivery issues while maintaining a positive customer experience. Collaborated with internal teams to resolve operational issues and escalate systemic problems.

Customer Support Delivery Issue Troubleshooting Email Support Chat Customer Experience Support

Customer Service Supervisor

Wing

Apr 2020 - Jan 2021 (9 months)

Worked as a remote customer service supervisor. (Source provided role title without additional responsibilities or metrics.)

Intake Specialist

CPAP Services, LLC

Jan 2019 - Feb 2020 (1 year 1 month)

Handled intake responsibilities for CPAP Services, LLC in a remote setting. (Source provided role title without additional responsibilities or metrics.)