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brianale96

Mateo Penida

@brianale96

CX Systems, Knowledge Base, Team Leadership, Head of Support

Peru
Spanish
About me
I help Shopify stores scale by building robust customer experience systems and knowledge bases. With experience leading global teams of agents and managing thousands of live chat interactions, I transform support from a bottleneck into a retention engine that drives 5-star reviews and product improvements.... Read more

Skills

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brianale96
Mateo Penida
Offline • 

See my services

Shopify
I will set up cowlendar booking system on your shopify store
From$80 / projectMore details
Shopify
I will set up big digital downloads on your shopify store for digital products
From$80 / projectMore details

Work experience

Shopify

Head of Customer Support

Shopify • Full-time

Mar 2024 - Present • 2 yrs 3 mos

Built and scaled the support system for Penida — the #1 booking app and top digital product on Shopify, with over 3,000 five-star reviews. Key achievements: → Built a global team of 11 agents from scratch, implementing onboarding processes and quality standards that maintain response times under 2 hours across multiple time zones. → Reduced repetitive tickets by 40% through a comprehensive knowledge base: step-by-step guides, tutorials, and product documentation that users actually use. → Collaborate directly with the CEO and CTO on QA and product decisions, ensuring support drives the roadmap rather than reacting to it. → Transformed support from a bottleneck into a retention engine: users who receive fast, helpful responses come back to purchase again.