Carlo C.
Mid-Level SaaS Operations Support Supervisor
Open to offersNew to PlatformAbout
Carlo C. is an experienced Operations Support Supervisor and Customer & Technical Support Specialist with over six years supporting global SaaS and technology companies in remote roles. Based in the Philippines, he has managed distributed teams across North America, APAC, and EMEA, demonstrating expertise in tools like Zendesk, Salesforce, and SAP Fieldglass. At Fullscript, Carlo resolved complex technical issues and enhanced support processes, while at TELUS, he streamlined invoice and SOW management and delivered system training. During his tenure at Bitaccess Inc., he led an eight-member support team, reduced escalations by 20%, and improved response times by optimizing operational workflows alongside engineering and product teams. His proven ability to increase efficiency and deliver results positions him as a valuable asset in remote, customer-centric environments.
Experience
SAP Fieldglass Analyst
TELUS (via Tundra Technical Solutions) · 2023 — 2024Supported vendors and internal teams by managing invoice and SOW processes, in addition to delivering system training using SAP Fieldglass.Customer Support Specialist
Fullscript · 2023 — PresentDelivered multi-channel customer support, addressed technical issues, and participated in process improvement initiatives.Operations Support Supervisor
Bitaccess Inc. · 2021 — 2022Directed a team of 8 support agents, enhanced response times, and worked closely with engineering and product teams.Operations Support Analyst
Bitaccess Inc. · 2017 — 2021Managed technical support issues, developed documentation, and conducted analysis of support trends.
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