Tiago Marinho
@tiagomarinho
I lead SaaS support teams, scaling operations through AI, process improvement, and cross-functional collaboration.
SpainWhat I'm looking for
At Cloudbeds, I lead Advanced Support Specialists and own SLA, FRT, and CSAT performance. I drive AI-powered workflow automation to reduce manual effort and scale support efficiency.
I partner with Product and Engineering on initiatives that improve support workflows, using structured processes and operational insight to strengthen the customer experience.
Previously at CARFAX Europe and TheFork, I managed end-to-end support operations, led specialist teams through rapid expansion, and maintained rigorous SLA compliance. I introduced feedback loops, development plans, quality standards, documentation, and playbooks that improved engagement, CSAT, onboarding, and time-to-resolution.
I enjoy building high-performing support organizations by developing leaders, mentoring teams, and applying AI-driven initiatives to practical operational challenges.
Experience
Work history, roles, and key accomplishments
Lead a team of Advanced Support Specialists, owning SLA, FRT, and CSAT performance. Drive AI-powered workflow automation and partner with Product and Engineering on cross-functional initiatives.
Education
Degrees, certifications, and relevant coursework
Tiago hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
SpainAuthorized to work in
Job categories
Skills
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