Optimizing Customer Operations at WhatsApp
Rodrigo Nones
Project Manager
Customer Success Manager
Operations Lead
Led the restructuring of Support into 5 verticals—Product Operations, Content & Localization, Trust + Safety, Market, and Payments—and designed new KPIs and processes based on their goals. Partnered with internal tools team to build and improve proprietary tools, including classification algorithms, better automation and auto-respond systems, and improved error log usage that reduced time to issue detection by 80%