Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Stephen Yael Ramos

Customer Experience & Support Operations Leader
San Francisco,CA

Summary

Customer experience and support leader with over 10 years of experience designing and scaling efficient support operations for startups in the technology, health tech, and AI sectors. Proven expertise in CRM systems, subscription operations, workflow automation, and knowledge base management. Strong technical background with experience in system integrations, bug triage, and QA processes. Known for implementing scalable support strategies, managing global teams, and improving customer satisfaction through data-driven decision making and process optimization.

Overview

11
11
years of professional experience
2
2
Languages

Work History

Customer Support Manager

Pareto.AI
06.2024 - 01.2025
  • Managed daily support operations for a global BPO team across multiple time zones
  • Led Zendesk CRM migration including creation of macros, triggers, SLA policies, and reporting dashboards
  • Integrated Discord and Slack into customer support workflows to extend communication coverage
  • Built and maintained onboarding and training programs using Coda, Notion, and Loom
  • Authored and maintained internal SOPs and Help Center documentation to improve consistency and reduce support inquiries
  • Collaborated with Product and AI Operations teams to identify recurring issues and suggest improvements
  • Utilized GPT-based reply suggestions to increase agent efficiency and reduce ticket resolution times
  • Delivered QA evaluations and provided coaching to team members to improve response quality and CSAT scores

Customer Success Manager

January AI
01.2024 - 06.2024
  • Operated as the sole customer experience representative for January Pro and the January consumer app
  • Managed end-to-end subscription support including billing, renewals, cancellations, and disputes via Stripe and Adyen
  • Built and maintained Freshdesk automation, workflows, and performance dashboards
  • Resolved technical support issues through tools like Instabug, log review, and in-house admin dashboards
  • Authored SOPs and internal knowledge base articles, and created external Help Center content
  • Partnered with Product and Engineering teams to triage, prioritize, and QA bug reports in JIRA
  • Analyzed customer feedback and presented insights to inform roadmap decisions

Head of Support

Spin
01.2019 - 12.2023
  • Built and managed internal and BPO support teams, scaling to 50+ agents across three countries
  • Led two major CRM transitions and implemented end-to-end support workflows, tagging, and automation
  • Created dashboards for KPI tracking including CSAT, response times, and resolution rates
  • Authored SOPs, internal playbooks, and Help Center documentation to standardize processes and training
  • Reduced support costs by implementing automation and improving vendor management
  • Conducted root cause analysis and leveraged support data to improve operational strategy

CX Lead

Fuzzy Health
01.2018 - 09.2018
  • Supported subscription customers across chat, phone, and email
  • Designed onboarding materials and welcome kits to improve customer engagement
  • Built and updated internal documentation and Help Center articles
  • Worked cross-functionally with Ops and Marketing teams to support campaign execution

Product Specialist

Wix
06.2014 - 06.2017
  • Provided front-line technical support for domain setup, SEO, HTTPS configuration, and website customization
  • Assisted customers with HTML modifications and troubleshooting using Google Analytics
  • Guided users on platform features and upsold premium subscription packages

Education

San Francisco State University
San Francisco, CA

Skills

Zendesk

Salesforce

Freshdesk

Stripe

Adyen

Coda

Notion

Confluence

Google Workspace

JIRA

Linear

Retool

Instabug

Amplitude

Looker

HTML

AWS

Timeline

Customer Support Manager

Pareto.AI
06.2024 - 01.2025

Customer Success Manager

January AI
01.2024 - 06.2024

Head of Support

Spin
01.2019 - 12.2023

CX Lead

Fuzzy Health
01.2018 - 09.2018

Product Specialist

Wix
06.2014 - 06.2017

San Francisco State University

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Stephen Yael RamosCustomer Experience & Support Operations Leader