I'm Santiago, a professional support engineer & crypto expert with 7 years of experience
If you’ve found your way to this website, chances are you’re looking for someone to lead, manage, or enhance the support side of your company.
Customer support is often the first human interaction someone has with your business, and it can make or break your ability to retain the customers you’ve worked so hard to acquire. If you’re seeking exceptional support that goes above and beyond, let me show you why I’m probably the right fit.
EXPERIENCE
With 7+ years of experience in crypto, DeFi, and support, I’ve successfully navigated thousands of unique cases across complex protocols. Whether it’s troubleshooting technical issues, calming frustrated users, or guiding newcomers through different platforms. If a user needs help, chances are I’ve encountered a similar case before.
EXPERTISE
Alongside my support expertise, I have knowledge in smart contracts and web development, enabling me to go beyond traditional support—whether it’s examining smart contract calls, looking at to what exactly made a transaction fail, or spotting potential issues on a website. With years in the space, I often find myself supporting products that I’ve personally used or am familiar with. This unique perspective helps me deliver support that’s not only technically insightful but also deeply user-centered.
PROFESSIONALISM
My goal is to ensure that every user feels heard and valued, representing the brand with integrity and building trust through each exchange. With a focus on consistency and reliability, I aim to make every support experience as seamless and positive as possible.
I Can Help You With
LEADING & BUILDING
Leading support teams and building efficient systems to streamline ticket handling. From designing workflows to tracking key metrics, the focus is on creating a foundation that ensures smooth operations, fast response times, and a seamless support experience for users.
CONVENTIONAL TICKETS
Handling user inquiries, troubleshooting issues, identifying bugs, and delivering service that leaves a positive, lasting impression. Each interaction becomes an opportunity to build trust, making users feel supported and encouraging them to return.
DOCS & GUIDES CREATION
Creating clear, comprehensive documentation and user guides to make the product itself more understandable. Accessible, user-friendly resources empower users to resolve issues independently, reducing the need for direct support and enhancing the overall user experience.
Tools & Expertise
I’ve worked extensively with Intercom, Slack, Jira, and Zendesk, customizing each to manage everything from FAQs to in-depth technical escalations. Across 7+ years in crypto and DeFi, I’ve:
- Led cross-functional support teams, setting KPIs and implementing tailored workflows that raised average satisfaction scores.
- Optimized ticket pipelines with targeted automations, cutting average response times and preventing bottlenecks.
- Used real-time dashboards to catch emerging issues or trends early, improving products and user satisfaction.
- Automated routine tasks (e.g., password resets, on-chain transaction checks) to focus on complex inquiries and personalized support.
- Handled dispute resolution & risk assessments, collaborating with compliance and product teams to swiftly address escalations.
My practical knowledge of these platforms, combined with a commitment to improvement, helps me consistently deliver efficient, user-centric support in fast-paced, tech-heavy environments.
Where I've Made an Impact
CUSTOMER SUPPORT AGENT
Jul 2019 - Dec 2020 (1 yrs 6 mos)
- Resolved complex customer issues related to trading, wallet functionality, KYC/AML checks, and account security, ensuring swift resolution for both standard and VIP cases.
- Earned recognition for a 95%+ QA rating, driving user satisfaction and retention.
- Partnered with compliance teams to proactively detect and mitigate fraud attempts, strengthening platform security and trust.
- Enhanced user experience by identifying common pain points and collaborating with product teams to streamline workflows
HEAD OF CUSTOMER SUPPORT
Dec 2020 - July 2024 (3 yrs 5 mos)
- Led and scaled a globally distributed support team, achieving a 98%+ user satisfaction rate through proactive engagement and issue resolution.
- Reduced ticket resolution time by 40% through automation, improved knowledge base resources, and streamlined triage processes.
- Developed and launched the BadgerDAO Help Center, reducing inbound support requests by 30% and empowering users with self-service solutions.
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Managed high-priority escalations, working closely with engineering and product teams to troubleshoot smart contract and front-end issues.
SENIOR SUPPORT ENGINEER
July 2024 - Present (9 mos)
- Resolved over 2000+ complex technical issues related to Balancer’s liquidity pools, smart contract interactions,
and on-chain transactions, ensuring smoother user experience and greater confidence in the platform. - Collaborated with cross-functional teams to identify and document over 100 bugs, resulting in a streamlined
product development process that improved user satisfaction. - Implemented advanced chat automation tools that increased support efficiency, helped users with self-service
resources and boosted community engagement on platforms like Discord and Telegram
Get in Touch
I’m currently open to new opportunities where I can drive exceptional customer support. Use the form below, or reach me at LinkedIn.