Yannis Karagkiouloglou

I am a Customer Support & Experience leader with over 10 years of experience in the SaaS industry, dedicated to creating and nurturing exceptional support teams that balance human expertise and AI - driven solutions. My passion lies in empowering teams to leverage machine learning and data-driven insights while maintaining a personalised, human-centric approach to deliver outstanding customer experiences. I strongly believe in the importance of cross-functional collaboration, working closely with Product, Engineering, UXR and beyond, to design and implement scalable support processes and robust product quality programs. By combining advanced analytics and an AI toolkit with the *irreplaceable* human touch, we can deliver efficient, empathetic, and proactive customer support. My experience includes successfully leading global customer support teams, specialising in support operations, process optimisation, technical account management and customer retention. I have implemented data-informed strategies that increase customer satisfaction, enhance operational efficiency, and streamline internal processes. Additionally, I am committed to developing comprehensive career frameworks that foster professional growth within support organizations (and outside of them). My mission is to continuously evolve customer support by balancing innovative technology solutions and meaningful human interactions to simplify user experiences, drive customer success, and sustain long-term business growth.