Open to opportunities

Santiago Morales

@santiagomorales2

Message

I improve SaaS customer onboarding, support workflows, and client retention.

Colombia

Message

What I'm looking for

I'm looking for a fully remote role with U.S. or global teams where I can improve onboarding, client support, CRM workflows, escalation handling, and customer retention in a SaaS or marketplace environment.

I've guided 122+ clients from first inquiry through closing at InstaHomes Realty, managing roughly 33 active accounts monthly in Follow Up Boss CRM. By restructuring follow-up workflows and platform usage, I reduced average client response time from 2–3 hours to under one hour.

I've supported U.S.-based clients and partners in remote, high-volume environments through onboarding, lifecycle management, escalations, documentation, and SLA-driven support. At AF Loans and Sitel, I coordinated client cases, handled bilingual customer support, and managed retention and objection-handling conversations.

Today, I manage 38 content creators across Sascha Fitness Colombia and Quest Nutrition Colombia, coordinating publishing schedules, deliverables, and issue resolution. I'm a native Spanish speaker with C1 English and HubSpot Service Hub Software Certification.

Experience

Work history, roles, and key accomplishments

Current

Partner & Content Operations Consultant

Current

Green Performance

Jul 2025 - Present (1 year 1 month)

Manage a network of 38 content creators across two consumer brands, acting as single point of contact for scheduling, deliverables, and issue resolution. Own the monthly publishing calendar and redesigned scheduling to eliminate double-bookings.

Content Operations Scheduling Creator Management Issue Resolution Process Improvement