Laura Bedoya
Director of Global Support & Support Engineering @Vitally | Strategy and operations leader scaling teams and systems with AI at the core | Ex-Compass | Ex-Apple
- Role
- Founder at Boston Amigas
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About Laura Bedoya
I lead customer support and support engineering with a simple belief: the best support orgs don\'t just resolve tickets — they make the product better, reduce friction before it reaches customers, and scale without losing what makes them good.As Director of Global Support & Support Engineering at Vitally, I own the full support journey — from AI self-service and automated triage to technical escalation and engineering resolution — for a global team spanning EST/CST, PST, and EMEA.Over four years, I\'ve built this function from the ground up. That includes designing the AI strategy that now resolves ~65% of inbound volume autonomously, building the documentation infrastructure that powers it, and restructuring Support Engineering to hit SLO targets.What I focus on:→ Building AI-enabled support ecosystems that scale→ Creating feedback loops that translate support signal into product decisions→ Designing unified workflows across Intercom, Jira, and internal tooling→ People leadership — career paths, coaching, and succession planning→ Business cases, hiring plans, and headcount strategyBy the numbers:~$350K–$400K in AI-driven cost avoidance · 95%+ CSAT sustained across 4 years · 50% reduction in average response time · 93% bug triage SLA complianceI\'m passionate about simplifying complexity — consolidating systems, improving routing, and building support operations that hold up at scale without sacrificing the human experience.
Experience
Founder
Oct 2024 — Present · Boston, MA, US
Boston Amigas is a social community created for women and nonbinary people in the Greater Boston area. Our mission is to foster meaningful connections and a true sense of belonging in a city where many have relocated for school, work, or new beginnings.Whether you\'re new to Boston or simply looking to expand your circle, Boston Amigas offers a welcoming space to meet others, build friendships, and feel part of a supportive network. Our active WhatsApp group includes over 300 members who share advice, make plans, offer help, and connect daily in ways big and
Education
Nassau Community College
Associate of Arts and Sciences (AAS), Interior Design
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