Fernando Duarte

Support Platform Manager. I own the Zendesk platform behind Squarespace support and lead the team of admins that runs it. I built the development standards and governance framework the team uses to ship private Zendesk apps safely, from proposal and PRD through security review and release.

Founder. An AI-focused Zendesk Marketplace app studio. I build tools for AI agent testing, AI-ready knowledge, and support automation.

Director, Global Customer Support. I led a 45-person multi-channel support team and promoted 9 team members into larger roles. I deployed AI across chat and voice, reaching 74% chat containment and 40% voice containment.

Head of CX. I owned CX tooling and intake for a 500+ agent global organization. I reduced ticket volume 38% through guided intake and self-service, and I ran pilots for AI-driven deflection and summarization.

Director of Support. I led B2B support for a subscription billing platform and partnered with Customer Success on complex implementations. I integrated Zendesk, Jira, Salesforce, and Slack into one customer view. When ticket volume doubled, I cut support costs 29%.

Director of Support. I scaled the team from 3 to 50+ through four acquisitions while sustaining 98% CSAT. I launched a tiered Premium Support program that generated $250K+ ARR in its first year. I built an SLA framework with Engineering that cut the R&D backlog 50% within 90 days.

Senior Manager, Technical Support. I built and ran global support operations for an enterprise data management platform, with teams across the US, Russia, and India. I designed the SOPs, tooling, and cross-functional workflows that gave Engineering and Product clear visibility into customer issues.

Senior Manager, Global Support. I built global support operations for a subscription billing platform, with teams across the US, and UK. I owned the Zendesk configuration and the workflows that connected Support with Engineering, Product, and Sales.

15+ years building and running support operations in B2B SaaS. I design the workflows, staffing models, and metrics that let support scale without losing quality. Today I focus on combining AI with human expertise so each does what it does best.

I build and deploy AI tools on Zendesk. I created a pre-deployment testing platform for AI agents, a tool that makes help center content readable by AI, and a pipeline that translates articles at scale. I can help you choose, test, and roll out AI in your support stack.

I connect support performance to revenue, retention, and customer value. I write The CFO’s Guide to AI Support, a series that explains AI support economics to finance leaders. I can help you build a business case your CFO will approve.

I have led significant workforce change with transparency, accountability, and respect. AI rollouts are change programs first and technology projects second. I can help you plan the people side of the shift.

I have built support teams at six SaaS companies. I have kept near-zero regretted attrition among my direct reports over roughly 15 years. I can help you hire, structure, and grow a team that stays.

I treat support as one system of AI, knowledge, people, data, and process. I can help you choose the metrics that matter and turn them into decisions.

15+ years leading support in B2B SaaS. I have built and scaled support at Zuora, Reltio, OpenGov, and Ordway, and today I run the Zendesk platform behind Squarespace support. I know how support drives retention, expansion, and product quality in a subscription business.

I led support at Zuora and Ordway, two subscription billing platforms used by finance teams. I understand the stakes when customers trust you with invoicing, revenue, and payments. Accuracy, escalation discipline, and clear communication come first.

At OpenGov, I built support for software used by local governments. I scaled the team from 3 to 50+ through four acquisitions and built the coverage, SLAs, and service tiers that public agencies expect.

At Odyssey, I led global support for an education-sector company. I ran a 45-person multi-channel team and deployed AI across chat and voice for a high-volume, seasonal customer base.

At Noom, I owned CX tooling and intake for a 500+ agent global organization in consumer health and wellness. I reduced ticket volume 38% through guided intake and self-service.

At Squarespace, I own the Zendesk platform behind support for a website and commerce platform that serves small businesses and creators.

I have worked in Zendesk since 2008 as an admin, a support leader, and a developer. At Squarespace, I own the Zendesk platform behind support and lead the admin team that runs it. At OpenGov, I built the full Zendesk configuration from the ground up, including 38 macros, 105 triggers, and 15 automations. I also run CXperiences LLC, a Zendesk Technology Alliance Partner, where I build Marketplace apps on the Zendesk Apps Framework. My tools help teams generate test tickets, simulate customers for training, test AI agents before launch, and make Help Center content readable by AI. Ask me about Zendesk architecture, workflows, AI agents, Help Center strategy, or building custom apps.