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CX
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min
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Simone Secci

Fractional Leader and Support Ops consultant @ self-employed

English, Italian, German

Berlin, Germany

Joined March, 2025

0.0

0 reviews

Free

Price per session

30 min

Call duration

Bio

I've been fortunate to have had exceptional mentors and teammates who guided me through numerous challenges, from late-night outages to marketing campaigns inadvertently targeting millions of customers in the wrong languages. I had to make tough decisions for the greater good of the team at times, but I knew I could count on the Support of my team. I've had the privilege of recruiting and encountering forward-thinking talents. These individuals believed in automation when it was considered a "budget luxury" and embraced remote work before it became a necessity due to a pandemic. All these remarkable people have prevented me from skipping crucial steps and rushing upward too hastily.

Experience

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    self-employed

    Support Ops consultant and Fractional Leader. As a consultant and fractional Leader, I helped several customers develop a comprehensive strategy for their support Team, including all aspects that make such an undertaking successful.

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    Hive Logistics

    Senior Customer Support Specialist L3 Tier 3 support and Support Ops

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    Doodle AG

    Director Of Customer Support

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    The Yeomen

    Operations Manager, Germany

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    Tumblr

    English and Italian Support

Expertise

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    Remote Work

    Managed hiring and training of remote customer support agents since 2014. Been working remotely on and off since 2008.

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    Building a Team

    What I am most passionate about. Building teams of talented individuals from all over the world has led me to learn so much from so many amazing professionals.

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    Customer Service and Support

    The most important piece of the puzzle in any industry.

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    Data Analysis and Insights

    What of the most fun things I get to work on as Support Ops.

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    Outsourcing

    I've worked in both the BPO industry and recruiting outsourced international talent.

Industry

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    Software as a Service (SaaS)

    Where I spent the longest time working in my career.

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    Social Media

    Started my career in the amazing Tumblr Support team.

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    Ecommerce

    Worked with several ecommerce companies across the US and the EU.

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    Tourism

    My most recent experience, collaborating as a fractional leader and Support Ops.

Toolkit

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    Zendesk

    15 years of experience, of which 7 as an admin. Expert Explore reports builder.

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    Intercom

    Used extensively in connection with Zendesk while working in SaaS

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    Klaus

    User and supporter since the tool was launched.

Reviews

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