Freelancer profile translated to English.
Back to original languageAbout Anna
Product Support Operations Manager with experience in building and scaling support, customer experience, and product-related processes in SaaS environments. Central interface between product, support, and customers with a focus on process optimization, system design, CRM workflows & automations, as well as KPIs and data-driven decision-making. Analytical approach combined with user-centered understanding and increasing focus on UX Research and Usability. Currently deepening competencies in Business Intelligence, Data Analysis, and Visualization.
German
Native or bilingual
English
Fluent
Spanish
Fluent
Portuguese
Conversational
French
Basic
Italian
Basic
Remote only
Primarily works remotely
Experience
- VERSO GmbH,Product Support Operations ManagerSOFTWARE PUBLISHINGMarch 2024 - September 2025 (1 year and 6 months)Landkreis München, BY, Germany• ● Built & scaled the support area for several B2B SaaS platforms (Supply Chain/ ESG/ Climate Hub)• ● Led the CRM migration from Freshdesk to HubSpot, including data structure, workflow design, KPIs, CSAT, NPS• ● Implemented automated processes, chatbot, reporting dashboards, structured ticket workflows• ● User feedback analysis for product optimization along the customer journey• ● Close cross-functional collaboration with product, customer success, engineering teams, among others• ● Built & maintained the customer knowledge base as well as internal playbooks & onboarding plans• ● Conducted QA, release testing, and bug reporting within a structured incident management process
- eClear AG,Project Manager Customer SuccessSOFTWARE PUBLISHINGOctober 2023 - March 2024 (5 months)Berlin, Germany• ● Optimized onboarding and support processes, supported customers along the customer journey• ● Built and maintained the company knowledge base• ● Tool evaluation and implementation of process automations in cross-functional collaboration• ● Analysis of customer feedback to improve customer retention and satisfaction
- Mula GmbH,Project Manager Customer SuccessSeptember 2022 - July 2023 (10 months)Berlin, Germany• ● Optimized support and customer success processes in the B2B/B2B2C environment• ● Managed platform onboarding• ● Supported customers along the customer journey, managed the order and refund process• ● Created SOPs, KPIs, and processes, mentored & onboarded new team members
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Education
- Business Intelligence with Power BI & TableauXDI Experience Design Institut GmbH2026Business Intelligence mit Power BI & Tableau
- Certified User Experience DesignerXDI Experience Design Institut GmbH2025Certified User Experience Designer
Skill set
Categories
- Other