I joined Loom as the first customer facing hire & third employee. Today, I manage a team of 15 people that I helped recruit, hire and onboard to support our 15M users across more than 120k companies around the world.

My focus is to create a support experience that is efficient, educational and human, both at scale with our free users and individually with our Enterprise customers. We're proud to consistently achieve CSATs of above 95% across all customer tiers. 

We leverage an effective self-service model that decreased contact rate by 175% in 2 years and translates into significant savings for the company. 

I believe the future of customer experience will bet on video, automated interactions, convenience & accessibility.

We’re changing the future of communication at work. Come join us, I’m hiring! 🚀

I joined Loom as the first customer facing hire & third employee. Today, I lead the Customer Support function which includes our Advocacy team, our Technical Support team and our Support Operations team.

Together, we provide assistance to Loom’s 15 million users across more than 200 thousand companies around the world. We take every opportunity to connect with our customers through the power of video and to help them be successful with Loom. 

My focus is to create a support experience that is efficient, educational and human, both at scale with our free users and individually with our Enterprise customers. We're proud to consistently achieve CSATs of above 95% across all customer tiers. 

We leverage an effective self-service model that decreased contact rate by 175% in 2 years and translates into significant savings for the company. 

I believe the future of customer experience will bet on video, autom

At Wakoopa, I partnered with customers like Google, Facebook and H&M to help map their customer journey with behavioral data. 

My responsibilities included setting up projects to digitise the customer journey, coaching customers and managing the relationship with the development teams to improve Wakoopa's technology.

Managed the Customer Experience EU & APAC Payments Team's day to day activities and ensured employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and coached members of the team to ensure career growth.

Allocated and set goals, evaluated workflows, and found ways for them to be more efficient, relevant and valuable both internally and externally.

Balanced and prioritized goals based on seasonality and the needs of customers, team and Airbnb.

While serving as a Customer Experience Specialist, I assisted the members of the Airbnb community with any issues ranging from Payments to Disputes. My main responsibilities included providing users with a resolution as fast as possible, identifying bugs and product improvement opportunities, supporting my team by answering questions and anticipating needs.

Susana de Sousa

Director of Support at Loom | Ex-Airbnb | Mentor at PWIT