Andrew Echeguren
Senior Manager of Customer Experience @Curiosity Inc
Signup · Get unlimited contacts
WORK HISTORY
Senior Manager of Customer Experience @Curiosity Inc
Results-driven CX leader overseeing multi-brand customer experience operations for Curiosity Stream, Curiosity U, Learn25, and Catholic Stream. Responsible for escalations, compliance, and process optimization, ensuring seamless support for millions of global subscribers.Key Responsibilities & Achievements:Escalation & Issue Resolution Leadership – Serve as the senior escalation point for high-impact issues, including Stripe/PayPal disputes, GDPR and account deletion requests, fraud investigations, and complex backend/QA bugs.Compliance & Risk Management – Manage regulatory and legal requirements, including India content grievance reports, GDPR anonymization, and data privacy adherence, reducing risk exposure across multiple product lines.Cross-Functional Collaboration – Partner with engineering, legal, and finance teams to resolve product bugs, billing disputes, and subscription issues while advocating for CX-driven product improvements.Operational Optimization – Designed and documented standardized escalation workflows for global CX teams, improving ticket resolution efficiency and agent knowledge transfer.Reputation & Retention Strategy – Monitor and respond to Trustpilot, Reddit, and app store feedback, leveraging customer sentiment insights to drive subscription retention and protect brand reputation.B2B & Community Support – Manage community membership onboarding and escalated B2B account support for educational and senior-living partners, expanding Curiosity Stream’s institutional reach.Impact Highlights:Reduced outsourced support costs by 75% while maintaining high customer satisfaction through strategic vendor transitions and process improvements.Directly influence subscriber retention initiatives in collaboration with executive leadership, contributing to ongoing growth strategy discussions.
EDUCATION
Occidental College
Bachelor of Arts (B.A.)
SKILLS
ABOUT ANDREW ECHEGUREN
Dynamic Customer Experience leader with 4+ years overseeing multi-brand CX operations for millions of global subscribers at Curiosity Inc, and prior marketing and communications experience with leading tech and media clients. Proven success building high-performing teams, optimizing CX processes, and driving large-scale operational efficiencies. Adept at cross-functional collaboration with engineering, legal, finance, and product partners to deliver seamless experiences that improve satisfaction and retention.Key strengths include escalation management, compliance and risk reduction, vendor optimization, and customer sentiment strategy. Passionate about creating empowered, informed support teams that enhance both customer trust and organizational efficiency.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.