Natascha Winkler

Director of Customer Operations, previously Head of Customer Care, over 5 years at this fast growing, fully remote startup. Grew the team from 8 to around 30 people, building internal career paths and development along the way. Led support operations, B2B onboarding, escalation handling, and reputation management, while helping the team scale without losing the culture that made it work in the first place.

Founder and Leadership Coach. I work with team leads, people managers, and startups building teams that scale, helping them lead with more clarity and a lot less second-guessing. I bring real experience from the operator side, not just theory, and I run cohort-based programs and 1:1 mentoring for people who want to grow into stronger leaders without losing themselves in the process.

Head of Customer Service, Sydney. Joined at an early stage and helped take the company through go-live, setting up the customer experience function from scratch. Built the team, processes, and support operations that didn't exist yet, learning fast in a fully startup environment where you wear a lot of hats.

I joined as one of the first 8 employees. Started as Guest Experience Manager, then moved into the Senior role, and along the way grew the team from 1 to 27 people. I helped set up our BPO partnership and supported the company's expansion from Sydney into the Gold Coast and Melbourne. Real ground-floor, figure-it-out-as-you-go experience building operations and culture while everything was scaling fast around us.

Used daily for customer support, ticketing, and conversations across the team. Deep experience setting up workflows, automations, and reporting to keep a fast-growing remote team running smoothly.