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Simay Aydin

@simayaydin

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Customer operations leader specializing in AI-enabled support and escalations.

Turkey

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What I'm looking for

I seek a senior customer-operations role where I can scale global support, lead escalations, implement AI-driven automation, and partner with Product to improve CSAT while mentoring distributed teams.

I am a customer operations leader with 10+ years building and scaling global, remote support teams, designing shift coverage, escalation frameworks, SOPs, QA and training academies, and partnering with Product and Engineering to convert support signals into product fixes. I have a strong Istanbul, Turkey track record stabilizing operations during rapid growth, improving CSAT and SLAs, and implementing AI-driven workflows to reduce cost-to-serve.

At UserGuiding I built the global customer operations function, launched onboarding and QA programs, owned incident command for severity-1 events, and led AI & automation roadmaps that reduced repetitive workload and improved first-contact resolution. Previously at Expedia Group I managed a 23-person distributed EMEA escalation team, engineered onboarding workflows to decrease escalations, and implemented Kaizen programs that increased quality and engagement.

Experience

Work history, roles, and key accomplishments

Head of Customer Service Operations

UserGuiding

May 2021 - Dec 2025 (4 years 7 months)

Built and scaled the global customer operations function, launching onboarding, QA and training programs that reduced ramp time and increased first-contact resolution while owning S1 incident command and AI automation roadmap.

Customer Operations Escalation Management SOPs QA Onboarding Automation Incident Management Workforce Planning

Escalation & Incident Services Manager

Expedia Group

Mar 2018 - May 2021 (3 years 2 months)

Managed a 23-person distributed EMEA team owning partner onboarding, technical integrations and escalation response, improving partner satisfaction and retention through optimized onboarding and SOP frameworks.

Escalation Management Onboarding SOPs Log Analysis SLA Management