Nicolle Alejandra S.Private profile: Upwork shows its earnings only to signed-in members, so we check it every few weeks, not daily. MRR here is a rough estimate (Upwork's six-month earnings ÷ months active). Last read Nov 5, 2026.

Hi! 👋 I'm Nicolle, a trilingual Customer Success and Support Leader (English, Spanish, and Japanese) with experience across fintech, iGaming, and tech. I help support teams grow beyond closing tickets into becoming a real driver of retention and product improvement. Over the years I've led support teams of up to 30 people, managing SLAs, quality, and day to day operations while keeping the customer experience at the center of everything. I love building the systems that make support run smoothly, from escalation workflows to knowledge bases to the processes that connect support with product. My specialty is AI powered support automation. I train and optimize Intercom's Fin AI end to end, building the articles, workflows, and escalation logic that let teams automate the vast majority of their incoming tickets while keeping responses accurate and human. I pair that with an analyst's eye, turning ticket and CSAT data into clear insights that surface bugs, reduce churn, and improve the product itself. I also bring international compliance experience, reviewing products and policies against consumer protection regulations across markets like Mexico, the UK, Brazil, and Turkey, so that support and billing flows stay compliant as companies scale. I'm looking for a support leadership and management role where I can own automation, retention, and team performance. I'd love to talk about how I can help your team deliver a support experience so good that customers rarely need to reach out at all. I’m always happy to start with a small test task so you can evaluate my work. Let’s discuss how I can support your project!