09/06/2026 updated
100 % available
Customer Support & Operations Director
Las Vegas, USA
Only remote
High School DiplomaAI AgentsSupportDeskZendesk
AI Automation & Process Design
Leveraged AI-powered automation to increase operational efficiency, including implementing an AI chatbot (Zendesk / UltimateAI) that cut ticket deflection needs by 60% — one of the largest efficiency gains in company history.
P&L & Budget Ownership
Full ownership of departmental P&L and budget as a member of the executive leadership team, including forecasting, hiring decisions, and company-wide strategy development.
Organizational Scaling & Change Management
Built and scaled global, omnichannel-capable support organizations from the ground up, including building a 39-person organization of internal employees and external coaches, and introducing team lead structures to increase leadership capacity.
Customer Support & Service Strategy
Developed and executed comprehensive customer support strategies for fast-growing consumer brands, achieving a 96% CSAT rate while reducing cost-per-ticket to $2.35.
Vendor & BPO / Call Center Management
Managed external call center partnerships, including defining SLAs and conducting regular quality and performance reviews to ensure high service standards.
KPI Design & Performance Systems
Designed and implemented KPI frameworks and performance development programs to increase accountability, transparency, and consistency across the organization.
Team Building, Hiring & Mentorship
Built high-performing teams through targeted sourcing, interviewing, hiring, and mentoring of team members during onboarding and ongoing development.
Platforms & Tools
Strong knowledge and hands-on experience with Shopify, Klaviyo, Zendesk, HubSpot, UltimateAI, Canva, Slack, Notion, Meta Business Suite, TikTok, Instagram, ChatGPT, Claude, and Google Suite.
Executive Stakeholder Management
Worked closely with Sales, Tech, and Marketing leadership to translate customer data into strategic business decisions and align cross-departmental initiatives.
Experience
Professional experience5 - 10 years
Freelancer since2024
Languages
GermanNative speakerEnglishNative speaker
Project history
Eigenverantwortliche Fuehrung eines selbst betriebenen Unternehmens end-to-end, inklusive Kundenbeziehungen, Vertraege, Budgetierung und operative Systeme. Aufbau und Management aktiver Kundenbeziehungen mit mehr als 40 Consumer Brands, direkte Verhandlung von Konditionen und Vertragsdetails.
Aufbau einer 39-koepfigen Support-Organisation (14 Mitarbeiter, 25 externe Coaches) von Grund auf. Steigerung der CSAT auf 96 %, Senkung der Kosten pro Ticket auf 2,35 USD und Reduzierung des Ticket-Volumens um 30 % durch Automatisierung. Vollstaendige P&L- und Budgetverantwortung als Mitglied des Executive Leadership Teams. Einfuehrung von KPI-Frameworks und Performance-Development-Programmen sowie einer Team-Lead-Ebene zur Steigerung der operativen Skalierbarkeit.
Leitung globaler Support-Operationen mit bis zu 50 Mitarbeitern (20 intern + ausgelagertes Call Center) als Mitglied des Executive Leadership Teams. Aufbau und Launch eines AI-Chatbots (Zendesk / UltimateAI), der die Ticket-Deflection um 60 % reduzierte. Aufbau der gesamten Support-Struktur von Grund auf inklusive Team-Lead-Ebene. Management der externen Call-Center-Partnerschaft mit SLA-Definition und Qualitaetsmonitoring. Enge cross-funktionale Zusammenarbeit mit Sales, Tech und Marketing.