Customer Support Specialist

Hi! 👋 My name is Miguel

My journey in customer support began not in a tech company, but while volunteering in El Salvador (🇸🇻) nearly a decade ago. Back in 2015, I spent time teaching English, participating in service projects like building or repairing homes, and helping communities in need. That experience sparked a deep commitment to helping others — a value that has guided my entire career.Since returning to my home country (🇨🇴), I’ve worked in customer service and support roles for companies serving clients around the world. Over the years, I’ve developed a passion for building meaningful customer experiences, streamlining processes, and using different tools to solve problems before they become blockers. Whether I’m onboarding a new user or designing automations to improve support efficiency, I’m always focused on the person on the other side of the screen.Outside of work, I’m a systems thinker by nature. I love discovering tools that help me automate everyday tasks—like Zapier, and Notion—to improve my personal productivity. I plan my days using a digital calendar, review priorities every morning, and break personal projects into actionable tasks with clear deadlines. I enjoy experimenting with workflows, whether it’s for learning, teaching, or launching something new. That mindset carries into everything I do professionally: thoughtful planning, clear communication, and always aiming for improvement.For me, customer success isn’t just a department—it’s a mindset built on empathy, structure, and the belief that every problem has a solution if we’re willing to look deeper and work smarter 💡.

Work 💼

After my time volunteering in El Salvador, I carried that same mindset into every customer support role I’ve had.At Airbnb, I learned the value of trust and empathy at scale. Supporting guests and hosts from all over the world taught me that behind every call is a real person, often navigating high-stress or emotional moments. I became skilled at turning tension into relief, confusion into clarity.At Expensify, I started in customer support but soon grew into sales and onboarding. I helped new customers understand the product, set up their accounts, and get their teams up and running smoothly. I loved guiding them from their first questions to full adoption — especially when I could simplify something complex and make their “aha” moment happen faster.At CloudTalk, I got a front-row seat to the fast pace of a startup. I supported global B2B clients and collaborated with product and engineering teams to close feedback loops and improve onboarding. It was also where I started diving deeper into automation — learning how to create workflows that could simplify repetitive tasks and improve team efficiency. I found that my ability to spot patterns and proactively suggest improvements helped not just customers — but the team, too.At Tidio, I took everything I’d learned and expanded my impact. I worked closely with onboarding, automation, and internal support processes. I enjoyed building systems, testing ideas, and optimizing both the customer journey and internal workflows using tools like Zapier. My knowledge of HTML and CSS also came in handy when troubleshooting technical issues or guiding users through customizations. I didn’t just want to solve issues — I wanted to make sure they didn’t happen againEach company sharpened a different part of my skill set. But through it all, the common thread was simple: listen first, act with care, and use the right tools to make things better — for the team, the product, and most importantly, the customer.

Tools 🛠️

Badges

Recommendations

"I worked with Miguel for several years, and without a doubt, he is a rare talent. He commits himself to his profession, combining intelligence with sheer hard work to quickly and efficiently master processes. On top of that, he's exceptionally patient, humble, and cares sincerely about the people around him. Miguel has an excellent eye for design and is strongly self-motivated - he can succeed at whatever he sets himself to do."
- Peter Barker (Launch Team Leader @ Expensify)

"I had the pleasure of supervising Miguel during his time on our team and would like to highlight his positive attitude, teamwork skills, and commitment to continuous development. He was always willing to collaborate, contribute ideas, and learn from every experience, which made him a great teammate.Miguel stands out for his willingness to take on challenges with an open mindset and his constant interest in improving his skills. His focus on professional growth and proactive attitude make him a valuable asset to any team.I’m confident he will continue to excel in any project he takes on."
- Ana Bautista (CX Team Leader @ Tidio)

Interested in working together? I’d love to hear from you!

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