Experience

Product quality + customer success, end to end.

• Owned the entire customer support function as the first dedicated hire at an early-stage startup. Designed support workflows, escalation processes, and resolution protocols that scaled the company from launch to $2M ARR.
• Reduced customer first response time from 5 hours to under 5 minutes by building an automated triage and response system using Zendesk and Pylon, directly improving CSAT and retention.
• Built an SLA performance dashboard to track response times, resolution rates, and satisfaction metrics (CSAT, FCR, AHT), enabling data-driven improvements to the support experience.
• Collaborated daily with engineering, product, and design teams to escalate customer-reported issues, translate feedback into product improvements, and ensure seamless releases.
• Performed end-to-end product QA using Playwright, Postman, and BrowserStack. Used Cursor and Claude Code (prompt engineering) to build test scripts, regression suites, and CI/CD pipelines on GitHub Actions—catching bugs before they reached customers.
• Investigated customer-reported bugs from initial report through root cause analysis to resolution—coordinating fixes with engineering, keeping customers informed, and closing the loop.

Understanding users, working across teams, and managing client relationships.

• Served as the primary point of contact for US-based clients, conducting product walkthroughs, onboarding sessions, and ongoing support via chat, email, and scheduled calls across multiple time zones.
• Managed customer relationships in CRM tools (Zoho, Freshsales, Freshdesk), ensuring timely follow-ups, accurate account records, and proactive outreach to at-risk accounts.
• Analyzed user behavior with Hotjar and Microsoft Clarity to identify friction points in the customer journey, then partnered with product and engineering teams to resolve issues—directly reducing churn and improving the user experience.
• Collected, organized, and prioritized customer feedback to inform product roadmap decisions, ensuring the voice of the customer was represented in cross-functional planning meetings.

My first QA role. Learned testing fundamentals and agile workflows.

• Ran full user flow testing before releases, including manual testing and code inspections to catch issues early.
• Worked within agile/scrum teams and used Loom to record findings and share test cases with the rest of the team.