Hairo Baez | Freelancer Resume

Hairo Baez Santo Domingo | Dominican Republic - |-https://www.linkedin.com/in/hairo-baez-97561b275/ Customer Support & Operations Leader | 10+ Years in SaaS Support & Success Led remote teams, scaled support operations, and owned tools and workflows that improved speed, quality, and customer satisfaction. Built high-performing teams, aligned with Product and Engineering, and developed systems that drove growth and retention. RELEVANT EXPERIENCE Sked Social, Remote (Progressively promoted through 4 roles over 10 years) Sked Social is a social media scheduling SaaS platform used by agencies and multi-location businesses. Head of Support Operations | Partnered with Success June 2022 – Aug 2025 ● Led enterprise support operations for accounts like iHeartRadio and Hearst Media, ensuring SLA compliance, fast resolution, and effective handling of billing and subscription inquiries through cross-functional collaboration ● Led Intercom → HubSpot Service Hub migration with zero downtime, designing SLAs, ticket routing, automations, and helpdesk structure ● Created ICP-based onboarding flows and segmentation strategies that reduced early-stage tickets, improved self-service adoption, and enhanced the knowledge base with targeted help content ● Created dashboards in HubSpot for ticket trends, account health, and underutilized features, enabling proactive outreach and expansion opportunities ● Managed all NPS feedback for high-value accounts, resolved concerns quickly, and surfaced customer trends and product feedback to Product and Engineering teams ● Mentored support team on enterprise account management, coached on accuracy and ownership, and created playbooks for support-success collaboration Senior Support Specialist June 2020 – June 2022 ● Expanded remote support team from 3 to 6, improving global coverage and reducing first-response time by ~25% ● Built and maintained helpdesk articles, internal documentation, and support playbooks, enabling faster onboarding and consistent customer support ● Led onboarding and training for all new hires, reducing ramp-up time by ~30% and improving accuracy through structured shadowing ● Owned monthly support reporting (QA, SLAs, NPS, churn trends), identifying areas for improvement and surfacing insights to leadership ● Automated Intercom workflows for tagging, routing, and escalation, cutting manual handling by 20% and improving response efficiency ● Served as escalation point for complex issues and at-risk customers, contributing to churn reduction and stronger customer retention Customer Support Team Lead Feb 2017 – June 2020 ● Promoted from frontline role to lead and coach a remote team of 3, improving response quality through QA reviews, structured onboarding, and shadowing, cutting ramp-up time by ~25% ● Maintained sub-5-minute first-response times and 85%+ CSAT across 24/7 global coverage by implementing QA systems, real-time escalations, and reusable response templates ● Acted as primary escalation point for complex technical cases and high-value accounts, helping retain 3–5 at-risk customers monthly ● Led four support tool migrations (Freshdesk → Front → Zendesk → Intercom) with zero downtime, streamlining workflows and enabling better automation and routing ● Designed tiered support workflows to prioritize high-value customers and urgent issues, reducing time-to-resolution by ~20% ● Partnered with Product and Engineering to influence bug prioritization and roadmap planning based on ticket volume, account impact, and recurring issues ● Continued direct involvement with onboarding and account management for strategic customers, bridging the gap between support and success during Sked’s scale phase ● Shared help content, response templates, and training videos that improved team speed and reduced repetitive questions by support and customers Customer Support Specialist Aug 2015 – Feb 2017 ● One of the first hires at Sked; built the company’s first dedicated support function from the ground up, including live chat, onboarding, and customer education workflows ● Worked closely with the founder to shape early support processes, onboarding journeys, and influence product decisions through customer feedback ● Took ownership of key accounts in the early stages, delivering personalized onboarding and demos that helped build trust and drive activation ● Created reproducible bug reports and monitored platform logs to identify trends, reducing repeat issues and stabilizing performance during rapid growth ● Recovered 3–5 high-risk accounts per month by responding to cancellation requests with personalized outreach, improving early retention ● Produced training videos and shared internal templates, cutting response time and helping teammates ramp faster while reducing support dependency EDUCATION North Shore Community College / Liberal Arts & Sciences Northern Essex Community College / Computer Science Salem High School / High School Diploma SKILLS Remote Team Leadership, Support Operations, Enterprise Support, Escalation Management, SLA & KPI Management, QA Programs, Help Desk Platforms (Intercom, HubSpot, Freshdesk, Zendesk, Front), Technical Troubleshooting, Workflow & Automation Design, Churn Reduction, Process Optimization, Customer Insights & Reporting, Internal Documentation, Training & Coaching, Onboarding Strategy, Cross-functional Collaboration, SaaS Tools, Google Workspace, Slack, Stripe, Xero