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Rafael Morgado

@rafaelmorgado

Customer Support & CX Operations Manager at Wix, TheFork and Bitpanda; launched a two-sided LGBTQ+ travel marketplace hands-on with AI tools.

Brazil

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At Rainbow Tour Guides, I designed, built and launched an LGBTQ+ travel marketplace from scratch. The live platform included guide profiles and verification, bookings, Stripe payments, reviews and messaging.

I built the marketplace hands-on with AI coding tools, using Next.js, Supabase, Vercel and Stripe. I also designed the operations for guide onboarding, payouts, refunds and disputes.

At Conda, I turned support data into product fixes with the development team, cutting repeat contacts by about 65%. I also cleared a long-standing ticket backlog in my first two months, bringing email resolution time from five days to under 24 hours.

At Bitpanda, TheFork and Wix, I worked on support operations, enablement and product improvements, including simplifying support tools, building performance dashboards and launching a tiered support model. I’ve focused on building the systems that help support teams scale and working with Product to address why customers get in touch.

Experience

Work history, roles, and key accomplishments

Product & Operations Lead

Rainbow Tour Guides

Nov 2025 - Sep 2026 (10 months)

Designed, built, and launched an LGBTQ+ travel marketplace from scratch, delivering a live two-sided platform with guide profiles, bookings, Stripe payments, reviews, messaging, and an admin back office. Built hands-on with AI coding tools and documented operations in an admin runbook.

Next.js Supabase Vercel Stripe Claude Code Cursor AI Coding Tools Product Management Marketplace Development

Senior Customer Support & Product Manager

Conda

Jul 2024 - Oct 2025 (1 year 3 months)

Led customer support and product at a small crowdinvesting platform, reducing repeat contacts by about 65% through product fixes and clearing a long-standing ticket backlog. Redesigned the investor onboarding flow using product analytics to reduce drop-off.

Customer Support Product Management Data Analysis Process Improvement Onboarding Optimization

Customer Support Operations & Technology Lead

Bitpanda

Apr 2023 - Feb 2024 (10 months)

Owned the tools, systems, and self-service roadmap for the customer support organization, simplifying the tool stack and saving about €80K a year. Rebuilt the Help Center and launched the first public status page, reducing monthly contacts by around 20%.

Zendesk Salesforce Service Cloud Jira Service Management Intercom Help Center Management Self Service Tech Stack Optimization Onboarding

Senior CX Operations Manager, Enablement

TheFork (Tripadvisor)

May 2022 - Dec 2022 (7 months)

Set up the new Customer Care Enablement area, bringing five teams under one plan. Built the first consolidated support performance dashboard and moved the KPI framework from speed to quality, raising CSAT by 10 points.

Customer Experience Enablement KPI Design CSAT FCR Workforce Planning Data Analysis Dashboarding

Customer Support Global Operations Manager

Wix

Jun 2020 - Jan 2022 (1 year 7 months)

Ran the operational side of a customer care organization that grew from about 800 to nearly 2,000 people during COVID. Launched a tiered support model, co-created the 'Care Factor' metric, and set up the 'Love Team' for high-profile escalations.

Operations Management Workforce Planning Reporting Strategy Multi Tiered Support Escalation Management Mentorship

Customer Support Team Lead, English

Wix

Apr 2019 - Jun 2020 (1 year 2 months)

Led a team of 14 that was the top-performing team in the Dublin office for three consecutive quarters. Coached for growth, with 10 of 14 moving into senior or specialist roles, and built a de-escalation training that reduced escalations by about 30%.

Team Leadership Coaching De escalation Training Performance Management