Taynara Micaele Leite Pires
Sr Global Customer Support & Success Manager at Riskified
- Role
- Sr Global Customer Support and Success Manager at Riskified
- Location
- Brooklyn, NY, US
- LinkedIn followers
- 500 followers
About Taynara Micaele Leite Pires
Marketing Professional with over 5 years of experience working with CRM, Social Media…
Experience
Sr Global Customer Support and Success Manager
Aug 2024 — Present · New York, NY, US
As the Senior Global Customer Support & Success Manager at Riskified, I lead a global team of 6 professionals dedicated to delivering world-class support to all or merchants and driving customer success for our small business (SMB) customers. My role bridges technical support and strategic success, ensuring our customers receive fast, reliable help when they need it — and long-term guidance to achieve their goals with our SaaS solutions.Core Responsibilities- Manage and mentor a globally distributed team across support and success functions, ensuring high performance, alignment, and continuous growth- Oversee day-to-day support operations, ensuring SLAs, response times, and performance goals are met or exceeded- Develop and optimize processes that enhance both reactive support and proactive customer success strategies for small business customers- Serve as a point of escalation for complex customer issues, working cross-functionally with Product, Engineering, and Sales to drive resolution- Analyze customer data and feedback to improve onboarding, reduce churn, and increase satisfaction- Collaborate with internal teams to advocate for customer needs and influence product enhancements.
Education
USP - Universidade de São Paulo
Bachelor's degree, Marketing
2012 — 2016
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