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Advisory

Hi, I’m Susana 👋

I’m a Customer Experience Leader based in Portugal with over 10 years of experience scaling support operations at companies like Airbnb and Loom.

These days, I partner with early-stage founders to build scalable, customer-first strategies that turn customer experience into a competitive advantage. Work Experience:

Head of Customer Support at OpenPhone

2023

Director of Support at Loom

2017 - 2023

Operations Manager at Wakoopa

2016-2017

Team Lead, Payments Support EMEA & APAC at Airbnb

2011 - 2016

What I love working on

Vision

Designing what the ultimate customer experience looks like for your business, and giving you a clear plan to make it happen.

Agentic AI

Providing you with the tools you need to stay ahead, speed things up, and give your customers the experience they expect.

Scaling Operations

Guiding you on how to grow your support team by 10-100x without losing the personal touch. We’ll create processes that keep customers happy as you expand.

Coaching

Helping your team level up with the best practices and frameworks they need to thrive and deliver excellent service, every time.

Positioning

Defining your brand’s unique value, refining your messaging, and standing out, so you attract the right audience and grow with confidence.

Revenue Driver

Helping you turn your customer experience function into a key value driver for your business, showing that great service isn’t just a cost, it’s a competitive edge.

How I work

Your business is unique, and so is the support you need. My goal is to work in a way that fits your schedule, your style, and your vision for growth.

Here are some examples of work I've delivered for clients:

Hiring

→ Hired several Customer Experience roles for founders → Created an onboarding process that cut ramp-up time in half → Developed a hiring process and took part in interviews

Tools

→ Integrated an AI communications platform to improve support channels → Assisted with negotiations to purchase a new ticketing system → Migrated support tools without interrupting service

Process

→ Built a streamlined categorization system to improve data-driven decisions and optimize workflows → Delivered ongoing coaching and training workshops to upskill the existing support team → Redesigned critical escalation processes, reducing resolution times by 30%

Tailored Support

Need a strategic advisor or a hands-on partner? I can offer strategic guidance for your team or jump in to execute — whichever works best for you.

Your Terms

I’m here to support you. Whether it’s a straightforward hourly rate, project-based pricing, or a monthly retainer, I’m happy to adapt to your business needs.

Impactful Results

Let’s create a customer experience that scales effectively. Fast, focused efforts driven by tight feedback loops and quick iteration to deliver results.

Interested in working together?

I’m always happy to chat about ways to collaborate. Or, if I can’t help, I’d love to refer you to someone who can.

Get in touch!