Simay Aydin
Customer Operations & Support Strategy Consultant
New to Contra
Simay is ready for their next project!
Available for short-term and fractional customer operations work
I’m currently available for:
-Customer support & operations audits
-Short-term execution and stabilization
-Fractional leadership during growth or transition
I work with SaaS and B2B teams globally, focusing on fast,...
Turning support insights into product improvements
Support teams are often the richest source of product insight.
I’ve implemented processes to:
-Collect structured customer feedback
-Surface recurring issues to Product teams
-Close the loop with customers after improvements
This...
Improving onboarding and early product adoption
I’ve partnered with Product and Customer Success teams to:
-Identify onboarding friction points
-Improve in-product guidance and support touch-points
-Collect structured feedback during early usage
Better onboarding reduces support volume and increases long-term customer success.
Building knowledge systems that reduce key-person dependency
I’ve led the creation of internal and external knowledge bases that:
-Improve agent confidence and onboarding speed
-Reduce repetitive tickets
-Ensure consistent customer communication
Good documentation is an operational asset, not a “nice to have.”
Leading and coaching global support teams
I’ve managed and coached support teams across regions and time zones, with a focus on:
-Clear expectations and accountability
-Skill development for technical troubleshooting
-Creating psychological safety while maintaining performance...