Maria v.

✧ Businesses don't just need someone to answer support tickets they need support systems that customers love and teams can actually use. ✧ With 12+ years of experience across SaaS, health, travel, and technology, I help businesses design customer support operations that are scalable, efficient, and genuinely human. I bridge the gap between people and technology by building support systems that combine human empathy with AI-powered efficiency. I design conversations and customer journeys that make people feel heard, reassured, and clearly guided toward a solution without losing the human touch. At the core of my work sits the intersection of customer psychology, operational excellence, and AI-enabled support design. From designing customer journeys and AI-assisted workflows to creating knowledge bases, training support teams, and optimizing processes, I transform customer support into a competitive advantage. My goal is simple: make support easier for customers, more efficient for teams, and more valuable for your business. ✦ How I Help Businesses Build Their Support Architecture Customer Experience Design ༶ Customer journey & support flow design ༶ AI-assisted customer journeys ༶ Conversation design & messaging strategy ༶ Customer success & service delivery Support Operations ༶ Support workflow & process optimisation ༶ Escalation procedures & SLA design ༶ KPI optimisation & quality assurance ༶ Multi-channel support operations ༶ Technical & SaaS customer support AI & Knowledge Management ༶ AI-assisted support automation ༶ Knowledge bases & help centres ༶ Support templates & standard operating procedures (SOPs) ༶ Tutorial creation & onboarding videos Team Enablement ༶ Support agent training & coaching ༶ Team onboarding & documentation ༶ Cross-functional collaboration with developers, product teams, and suppliers ✦ Why Work With Me Great customer support doesn't happen by accident it is intentionally designed. Whether you need hands-on support, a better customer journey, or a complete overhaul of your support operations, I bring the experience, structure, and strategic thinking to make it happen. I combine empathy with technology, helping businesses create support experiences that customers appreciate, teams enjoy delivering, and leaders can scale with confidence. If you're looking for someone who understands both people and technology and knows how to bring them together I'd love to help build your next support success story. I look forward to meeting you and your customers. Maria