Hairo Baez

I’m a customer support and success professional with over 10 years of experience working in SaaS. I was the first support hire at a social media scheduling platform and played a key role in scaling the business to over 10,000 customers. I’ve led support and success operations, managed remote teams, built onboarding programs, and improved retention through proactive engagement and cross-functional collaboration.

My strengths include owning tooling and workflows, improving internal processes, reducing response times, and driving better outcomes for customers. I’ve worked closely with Product, Engineering, and Sales to surface customer feedback, resolve issues efficiently, and ensure a great customer experience. I’ve also supported high-value enterprise accounts, ensuring SLA compliance and consistent renewals.

I’m fluent in English and Spanish and have experience working with customers across the US, and globally. My communication is clear, empathetic, and solution-oriented. I go beyond ticket resolution by building trust, surfacing trends, and developing scalable solutions that improve support.

I’m currently open to freelance or contract roles in support, success, or operations where I can contribute immediately and help customers get the most from your product.