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Free
Price per hour
min
Call duration
Soon.
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English, Italian, Spanish
Madrid, Spain
Joined February, 2025
0.0
Free
Price per session
30 min
My name is Giulio, an Italian living in Spain, leading the Customer Care team at Playtomic, a Spanish company that has built an app for racket sports players and a SaaS platform for sports clubs. Our team of 31 people has played a key role in supporting Playtomic’s global expansion while maintaining a consistently high CSAT of over 91%. I believe in combining trust, performance, and technology to elevate customer experience. We have developed a chatbot that successfully deflects almost 80% of conversations by leveraging a mix of predefined intents and AI-driven answers, allowing us to provide efficient, high-quality support at scale. Beyond operations, I am passionate about talent development. I personally review CVs to identify top candidates, but I also prioritize grooming and mentoring my team, helping them grow within their roles and the company. My goal is to ensure customer experience is not just a support function but a strategic asset that drives value for both Playtomic and its users.
Playtomic is a leading sports-tech platform that connects players with sports facilities worldwide. It offers an intuitive app for booking courts, finding playing partners, and joining leagues or tournaments. For sports clubs, Playtomic provides management solutions that streamline bookings, payments, and customer engagement. With a strong presence in the racquet sports industry, particularly padel and tennis, the platform enhances accessibility to sports while optimizing operations for club owners.
With years of experience leading customer care at Playtomic, I have built and restructured teams across multiple regions, balancing efficiency with engagement. I understand how to hire the right talent, create a culture of ownership, and align teams with business goals. Whether scaling operations, integrating new functions, or fostering leadership, I can help navigate the complexities of assembling and managing a high-performing team.
Leading a global customer care team requires more than just oversight. It is about creating an environment where people thrive. I have managed diverse teams across multiple regions, ensuring alignment between individual growth and company objectives. From performance management to motivation strategies, I focus on building strong leaders, fostering accountability, and driving results. My approach balances data-driven decision-making with the human side of leadership to keep teams engaged and effective.
Turning data into actionable strategies is essential for improving customer experience and operational efficiency. I have developed reporting frameworks that track key performance metrics, identify trends, and reveal opportunities for growth. By leveraging analytics, I help teams make informed decisions, optimize processes, and enhance customer satisfaction. My approach ensures that data is not just collected but transformed into meaningful insights that drive business success.
Leveraging technology is crucial to scaling customer experience operations efficiently. I have led the adoption of AI-driven solutions, automation tools, and advanced customer support platforms to improve responsiveness and streamline workflows. By integrating the right technologies, I help teams reduce manual workload, enhance service quality, and deliver proactive support. My focus is on ensuring that technology serves both customers and teams, creating a seamless and intelligent support experience.
Managing customer experience in a SaaS environment requires a deep understanding of both product complexity and user expectations. I have led support operations for B2B and B2C SaaS products, ensuring seamless onboarding, proactive issue resolution, and continuous process optimization. My experience spans scaling global teams, integrating automation, and turning customer insights into product improvements. I help companies build service models that drive retention, reduce churn, and enhance user satisfaction.
Working at the intersection of customer experience and technology, I have led teams that support complex digital products across multiple markets. I understand how to implement scalable support structures, leverage AI and automation, and ensure seamless interactions between users and platforms. My focus is on transforming customer care into a strategic function that not only resolves issues but also drives innovation, efficiency, and long-term product adoption.
In the sports industry, delivering a seamless experience for players, clubs, and organizers is crucial. I have led customer care for a global sports-tech platform, ensuring that both B2B and B2C users receive fast, efficient, and high-quality support. From managing club relationships to optimizing digital booking experiences, I understand how to align service operations with the dynamic needs of the sports ecosystem, driving engagement, retention, and business growth.
Leveraging Zendesk's advanced AI capabilities, I have transformed customer support operations by implementing intelligent triage, AI-powered bots, and real-time agent assistance. These tools analyze customer intent, sentiment, and language to automate ticket routing and provide instant, personalized responses. By integrating AI, I have enhanced agent productivity and improved customer satisfaction, ensuring efficient and effective support experiences.
I have effectively utilized Ultimate.ai's conversational AI capabilities to enhance customer support operations. By integrating their AI-powered virtual agents, I have automated routine inquiries, allowing human agents to focus on more complex issues. This integration has led to increased efficiency and improved customer satisfaction. My experience with Ultimate.ai's platform enables me to guide organizations in implementing AI-driven solutions that optimize support processes and elevate the overall customer experience.
I have effectively utilized Intercom's comprehensive customer communication platform to enhance support operations and customer engagement. By implementing its live chat, AI-powered bots, and workflow automation features, I have streamlined communication, reduced response times, and improved customer satisfaction. My experience with Intercom's analytics tools has enabled data-driven decisions, leading to continuous improvement in service delivery. This proficiency allows me to guide organizations in optimizing their use of Intercom to achieve superior customer support outcomes.
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