Yoanna Hristova
Global Head of Technical Support @Grabyo
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WORK HISTORY
Global Head of Technical Support @Grabyo
A passionate leader in the dynamic realm of real-time social video, I serve as the Global Head of Technical Support at Grabyo, the global market leader in cutting-edge cloud-based solutions. Our scalable suite of tools empowers broadcasters and content rights holders, including renowned names like ITV, BBC, AELTC Wimbledon, Premier League, UFC, Fox Sports, Univision and more, to create, distribute, and monetize real-time video clips across diverse platforms and devices.Key Highlights: Proven success at scale with major global rights holders and TV broadcasters. Mobile-optimized solutions supporting integrated ad and sponsorship campaigns on X (Twitter), Facebook, and YouTube. Global partner for Facebook Live, X (Twitter), YouTube, Instagram, TikTok and more.Responsibilities: As the central figure responsible for global operational and technical services, my role encompasses: Being the key client contact for operational and technical services. Developing and implementing processes to elevate our technical support function. Specializing in support and CRM tools like Intercom, HubSpot, Salesforce, Zendesk, Freshdesk, Confluence, and AWS Cloud Practitioner. Driving the implementation and development of the Grabyo knowledge base with comprehensive documentation and videos. Ensuring adherence to customer support SLAs and delivering exceptional customer satisfaction. Providing ongoing coaching and development for the talented members of our Global Support team. Overall accountability for the high-performance delivery of the Global Technical Support function. Offering remote and onsite support for live events as an integral part of our production, support, and operation team.
EDUCATION
Classical Music School "Otets Paisii"
High School, Music
London South Bank University
Bachelor's Degree, Music and Sonic Media
SKILLS
ABOUT YOANNA HRISTOVA
As a passionate leader in technical customer support, I bring a unique blend of creativity and technical expertise to the forefront of cloud-based media technologies. Currently heading the Technical Support team at Grabyo, I oversee the development and implementation of innovative support processes that empower global broadcasters and media giants like ITV, Premier League, AELTC Wimbledon, Fox Sports, and UFC to excel in real-time video and digital media. My journey is marked by a deep commitment to both technology and the arts. With a degree in sound design and music technology, and experience as an award-winning classical pianist, I infuse creative thinking into technical problem-solving. This duality allows me to approach challenges from both analytical and artistic perspectives, leading to innovative solutions in media technology. As part of my professional growth, I’m honoured to be a 2024 mentee in the Rise Mentoring program, which is dedicated to advancing women in the broadcast technology sector. This experience enriches my leadership abilities and broadens my impact in the industry. Specializing in tools such as Intercom, Zendesk, HubSpot, Salesforce, and AWS, I am committed to optimizing workflows, scaling global operations, and delivering exceptional customer experiences. Whether it’s mentoring the next generation of women in tech, supporting live events, or driving strategic initiatives, I am dedicated to advancing the future of media technology.
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