I’m looking for the opportunity to make a difference either by providing quality customer service/support/success or by being a leader in those roles. I am looking for a company that is serious about growth while being humans at the same time. People who joke, smile, laugh and embrace serious transparency in order to avoid status quos and comfortable narratives.
RMLooking for a job
Robert de Mattos
@robertdemattos
Customer Support and Success Leader
United StatesWhat I'm looking for
I began my tech career at NCR Corporation, where I spent over a decade supporting products from ATMs to retail point-of-sale systems. I later transitioned into software support at Emporos, a leading provider of pharmacy point-of-sale solutions and SaaS reporting tools. Over 6.5 years, I supported customers directly and was promoted to Team Lead, mentoring the team and contributing to hiring efforts.
Most recently, I served as the founding Senior Customer Support Manager for Instagrid’s U.S. market. I worked cross-functionally with U.S. and EU teams to build out support operations, launched a global chatbot for 24/7 assistance, and helped implement an automatic replacement system to minimize customer downtime.
I'm now seeking my next opportunity with a forward-thinking company that values transparency, innovation, and continuous growth—for both its people and its customers.
Experience
Work history, roles, and key accomplishments
II
Senior Customer Support Manager
Instagrid Inc
Apr 2024 - Jul 2025 (1 year 3 months)
Managed the setup of the service return process in the new North American market, collaborating with global and US leadership. Ensured support processes aligned with customer needs and sales team objectives while adhering to core support guidelines.
EC
Customer Support Team Lead
Emporos Systems Corporation
Jun 2022 - Jan 2024 (1 year 7 months)
Recorded and meticulously maintained team metrics to track performance and identify areas for improvement. Provided insightful next steps and offered technical guidance to team members, contributing to enhanced overall performance.
EC
Customer Support Specialist
Emporos Systems Corporation
Jun 2017 - Jul 2022 (5 years 1 month)
Addressed inbound calls and emails, providing courteous assistance to customers with diverse technical issues. Resolved customer inquiries, complaints, and issues, ensuring high levels of customer satisfaction.
NCDiagnosed and repaired ATMs, POS systems, self-checkouts, kiosks, and servers (Cisco, Veritas, Nutanix). Supported Lexmark printers, timecard machines, and restaurant tech. Maintained high SLA and efficiency scores, managed part returns, and drove on-site service with a clean record. Consistently exceeded performance and training standards.
Education
Degrees, certifications, and relevant coursework
NHNew Horizons
Certifications, Cyber Security
2003 - 2004
Grade: 0.0
Activities and societies: Vocational School
Graduated with certifications in the IT industry. Achieved A+, Network+ and Microsoft Certified Professional certifications.
PS
Providence Senior High School
High School Diploma, General Studies
1994 - 1997
Grade: 2.9
Activities and societies: Marching Band, Jazz Band.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United StatesAuthorized to work in
Salary expectations
68k-75k USD
Social media
Job categories
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