Raphael Fontes
About
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Chief Customer Officer
New York, United States
Résumé
Jobs
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Chief Customer OfficerSquarespaceApr 2026 - Current (7 months)Responsible for a very talented team of 500+ people across the globe, including the following teams:
1) Customer Support: Agents, Workforce Solutions, Traning, Quality, BPO
2) Product Support: Tier 2/3 Support, Voice of the Customer, Product Launch enablement
3) Customer Education: Help Center, Video tutorials, Forum, Webinars, Internal content and policies
4) Strategy and Optimization: Support Platform, Program Management
5) Payments Risk Operations- Senior Vice President, Customer OperationsSquarespaceJan 2021 - Apr 2026 (5 years 4 months)
- Vice President, Customer OperationsSquarespaceAug 2018 - Jan 2021 (2 years 6 months)
- Product Quality Operations (currently Trust & Safety) Manager, EMEAGoogleMay 2011 - Mar 2014 (2 years 11 months)- Manager of anti-spam/abuse operations teams: Invalid Clicks, AdWords Risk, Google+, Google Local Search, Publisher Policy, Product Search.
- Size of the team: 50+ people
- Launched vendor operations for EMEA - Head of New Markets, SMB Advertising Operations, EMEAGoogleJul 2010 - Aug 2011 (1 year 2 months)- Responsible for 100+ EMEA Emerging markets, with active support and business development to 20+ Countries
- Drove global Customer Satisfaction task force that resulted in substantial improvements on e-mail support
- Global Project Manager for new program for acquisition and onboarding of SMBs - AdWords Online Operations ManagerGoogleDec 2009 - Dec 2010 (1 year 1 month)SMB services for Poland, Russia, France, Czech Republic and Slovakia
- DProject ManagerDatamidiaFCBiJan 2004 - Mar 2006 (2 years 3 months)- HP’s Database Marketing projects directed to SMB and Enterprise customers in Brazil
- Planning and management of direct marketing (online and offline) campaigns
- Website development and management for SMBs, Enterprise and Consumer areas in Brazil and Latin America - BMarketing Manager Digital ChannelsBellSouth NBC NewsJul 2001 - Dec 2003 (2 years 6 months)- Redesigned and implemented new brand and website. Worked with engineers to define product and ad pricing
- Responsible for training the Sales Force (around +1000 salespeople on 10+ offices in Brazil) on Internet ad sales
- Deals with large portals (AOL and iG). Ads on Overture
Product development, online media, strategic partnerships, project management, sales planning. - Marketing & Sales Planning ManagerRealmedia LatinAmericaAug 2000 - Jun 2001 (11 months)- Developed Excel-based tool for agencies to target online network of sites
- Implemented the first “Superstitial” campaign in Brazil
- Brand Marketing, PR, services, campaign optimizations
Brand development, sales planning, campaign management. Implemented new rich media advertising formats.
Education
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- MBA, MarketingESPMJan 2000 - Jan 2002 (2 years 1 month)
- Bachelor of Engineering - BE, Mechanical EngineeringEscola de Engenharia MauáJan 1993 - Jan 1997 (4 years 1 month)