Bruno S.

Customer Support and Success professional with 10+ years of experience connecting people, technology, and language across global, remote-first teams. About to leave Twin (Paris, remote), I support users building autonomous AI agents: handling tickets with a first-response SLA under 5 minutes, troubleshooting complex automations, integrations, and multi-step workflows over chat, email, and video, and working alongside engineering to turn user feedback into product fixes and scalable documentation. Previously, 8+ years at Raw Shorts (US, remote), an AI video platform, with sub-5-minute first response while owning multichannel support, billing and chargebacks, churn reduction and consultative onboarding for a worldwide B2B and B2C user base. I also founded Mercury, building AI-powered support and sales agents across WhatsApp, Instagram, web and CRM, integrated with Make, Pipedrive, RD Station and GPT. Since 2015, in parallel, I work as an EN<>PT-BR translator and localization specialist for companies such as ExpressVPN, Sync.me, iSpring, Yubo and Raw Shorts, localizing apps, websites, marketing campaigns, video and UX copy with a focus on cultural adaptation rather than literal translation. Core strengths: AI agents, chatbots and LLM/GPT workflows; no-code automation and CRM integration; SaaS technical support, onboarding, retention and escalation management; translation, localization, transcreation, CAT tools, glossaries and style guides. Native Brazilian Portuguese, fluent English, working Spanish. Comfortable across US and European time zones. Education: MBA in Artificial Intelligence for Business (Faculdade Exame) and a postgraduate degree in Digital Marketing.