Expanding Zendesk's Customer Base in Latin America

Zendesk had no established presence in Latin America — no local support infrastructure, no regional community, and no localized workflows for Spanish and Portuguese-speaking customers. Growing a market from scratch meant bridging CX operations, product localization, and on-the-ground relationship building simultaneously.

I streamlined multilingual support workflows and built reporting practices using Kibana, GoodData, Salesforce, and Jira to monitor CX metrics and surface trends. I synthesized customer insights to directly inform product decisions for LATAM markets, led and mentored a regional Tier 1 & 2 support team, and launched Zendesk's first LATAM social media channels. I organized customer meetups across São Paulo, Buenos Aires, Santiago de Chile, and Montevideo to reduce adoption barriers and build community. I also partnered with major accounts including LATAM Airlines, Twitter, and Groupon, and trained clients across LATAM and Spain to build custom reports and KPIs using MAQL within GoodData.