Fernando P.

I help fintech products—especially wallet and exchange apps—improve user onboarding, customer support, and operations, so customers get faster resolutions, trust increases, and product teams get clear feedback they can ship. I’m a project manager & support lead with 10+ years in client-facing operations and team leadership, including direct experience supporting blockchain exchange & wallet platforms and DeFi users. I’ve led support teams, built training and onboarding resources, and coordinated across product, marketing, and development to execute priorities and improve the overall user experience. Recent roles: - Led customer support teams and daily support operations for users. - Built onboarding/training content (tutorials, live sessions, SOPs) to reduce friction and repeat tickets. - Managed cross-functional execution and developer priorities to hit deadlines and improve delivery speed. - Turned support trends into actionable product insights (bugs, UX gaps, feature requests). - Kept communication organized across tools and channels (helpdesk + community). - I’m comfortable operating in fast-paced, remote-first environments and acting as the bridge between users/community, support, and engineering—with clear documentation, tight follow-up, and calm escalation handling. What I can help you with: - Customer support leadership for Web3 apps (wallets/exchanges/DeFi). - Onboarding + education: help center articles, FAQs, tutorials, internal SOPs. - Support ops optimization: macros, workflows, tagging, QA, reporting. - Escalation management and incident-style coordination with dev teams. - Product feedback loops: support → insights → prioritized fixes. - Bilingual support & documentation (English/Spanish). Tools & systems experience: Zendesk, Intercom, Salesforce, ClickUp, Asana, Notion, Airtable, Slack, Discord, Loom, Google Workspace, Zapier, n8n + AI/LLMs (ChatGPT/Claude/etc.) for documentation and automation. If you need someone who can run support like an operation and keep execution moving inside a Web3 team, I can step in quickly and start improving response quality, onboarding, and delivery.