Optimizing Customer Operations at WhatsApp
Rodrigo Nones
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%
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Posted Apr 22, 2024
Led and established WhatsApp’s 1st Customer Ops team to categorize, manage, and streamline 25K+ daily user tickets with focus on efficiency.
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