Open to opportunities

Nins Acasio

@ninsacasio1

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Customer support leader driving AI-powered efficiency and customer satisfaction at scale.

Philippines

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What I'm looking for

I’m looking for a role where I can lead customer support transformation—using KPIs, automation, and AI-powered self-service to improve response efficiency and satisfaction—while collaborating closely with Product and Engineering to solve recurring issues at scale.

I’m a strategic, results-driven Customer Support leader with deep experience in SaaS, eSIM, and AI-driven platforms. I build support functions that consistently deliver efficiency, responsiveness, and a high standard of service—without sacrificing the human touch where it matters most.

In my recent role as Head of Support, I led end-to-end customer support operations and defined key KPIs including First Response Time, Resolution Time, CSAT, and NPS. I optimized processes by balancing automation with high-touch service for key customers, then strengthened performance through structured feedback loops across Product, Engineering, and Customer Success.

My approach is grounded in data-driven decision making and continuous improvement. I spearheaded self-service initiatives like knowledge base optimization and AI-powered chat solutions to reduce ticket volume, increase response efficiency, and proactively resolve recurring issues by escalating the right signals to the right teams.

I also bring strong people leadership and operational excellence—managing and mentoring support teams with tools, training, and motivation to win together. Previously, I improved AI-driven support operations and delivered measurable efficiency gains, plus early-career experience in IT support and operations consulting that keeps me effective under pressure and focused on practical outcomes.

Experience

Work history, roles, and key accomplishments

Head of Support

HubbyeSIM

May 2023 - Aug 2025 (2 years 3 months)

Led end-to-end customer support for an eSIM/SaaS environment, ensuring responsiveness and consistent service quality. Defined and optimized support KPIs, implemented scalable support processes, and built feedback loops with Product and Engineering to proactively resolve recurring issues.

Customer Support Leadership CSAT NPS Process Optimization Customer Advocacy

AI Automation Support Specialist

KEA

Jul 2022 - Apr 2023 (9 months)

Optimized AI-driven customer support operations by analyzing trends and refining workflows to improve service efficiency. Drove a 20% improvement in efficiency and strengthened collaboration between technical and customer support teams.

AI Powered Customer Support Support Operations KPI Analysis Process Optimization Trend Analysis Customer Advocacy Operational Efficiency

Artist Concierge & Ecommerce Manager

Vida&Co

Dec 2019 - Mar 2021 (1 year 3 months)

Served as a liaison between artists and clients to ensure timely, high-quality delivery of projects. Managed negotiations and contract discussions while resolving issues under pressure and coordinating multiple priorities.

Client Relationship Management Project Coordination Contract Negotiation Customer Service Stakeholder Management Communication

Head of E-commerce

Greenappleactive

Mar 2020 - Feb 2021 (11 months)

Implemented marketing and online store optimizations that drove a 40% increase in sales over the past year. Built customer loyalty and personalized email marketing programs, improving retention by 25%, and expanded international growth through localized campaigns and shipping.

E commerce Strategy Marketing Campaigns Email Marketing Loyalty Programs Customer Retention International Shipping Enablement

IT Support Engineer

TechnologyBusinessSolutions

Aug 2019 - Dec 2019 (4 months)

Provided IT support to resolve computer, software, and network issues for individuals and organizations. Diagnosed hardware and software malfunctions, supported new hardware setup, and delivered expert guidance on technology-related questions.

IT troubleshooting Network Support Software support Hardware Setup Diagnostics Problem Solving Customer Support

Operations Consultant

Concentrix

Dec 2018 - Jul 2019 (7 months)

Advised on business operations improvements to enhance efficiency and profitability. Provided analytical guidance to identify improvement areas and implement effective solutions in fast-paced environments.

Operational Efficiency Strategic Problem Solving Process Improvement Performance Optimization

IT Support Engineer

Sutherland Global Solutions

Oct 2017 - Sep 2018 (11 months)

Delivered IT support across computer systems, software, and networks, diagnosing and resolving technical issues efficiently. Communicated complex technical concepts clearly and prioritized excellent customer service.

IT troubleshooting Network Support Software support IT Support Diagnostics Customer Service Technical Communication