harrisonsoto
Senior Experience & Support Specialist
With 7+ years of experience across multiple industries, including crypto, fintech, SaaS, and Web3, I focus on delivering clear, effective customer support, helping users throughout the entire customer lifecycle, from onboarding and KYC to transactions, disputes, and account-related issues.
Beyond handling support, I specialize in building and optimizing support systems. I’ve led Intercom setups for high-growth products, designing workflows, automations, and self-service experiences that reduce ticket volume and improve efficiency.
I also develop and maintain knowledge base content, track recurring issues through analytics, and work closely with product and engineering teams to improve processes and user experience.
My approach is simple: solve the problem, improve the system behind it, and make the experience better for the next user.
Beyond handling support, I specialize in building and optimizing support systems. I’ve led Intercom setups for high-growth products, designing workflows, automations, and self-service experiences that reduce ticket volume and improve efficiency.
I also develop and maintain knowledge base content, track recurring issues through analytics, and work closely with product and engineering teams to improve processes and user experience.
My approach is simple: solve the problem, improve the system behind it, and make the experience better for the next user.
Experience: 7 years
Yearly salary: $50,000
Hourly rate: $15
Nationality: 🇨🇴 Colombia
Residency: 🇨🇴 Colombia
Experience
Senior Customer Support
Blade Labs 2022 - 2025
At Blade Labs, I managed the customer onboarding journey, guiding users through account setup, product training, and adoption while providing ongoing support. I designed and optimized Intercom workflows, built and scaled the Help Center with guides and self-service resources, and created SOPs to standardize support operations. I also owned QA and performance tracking processes, helped onboard and support new team members, and worked closely with Product and Engineering teams to escalate issues, share customer insights, and drive improvements across the customer experience.
Representative
Binance 2021 - 2022
At Binance, I provided support for a wide range of cryptocurrency products and services, assisting users with deposits, withdrawals, trading-related transactions, Binance Earn, Card, Fiat/Spot Wallet, and KYC processes. I investigated blockchain transactions to trace funds, verify confirmations, and resolve issues related to transaction failures, disputes, and account functionality. I also guided users through secure and compliant processes while helping identify and prevent potential fraud.
Skills
illustrator
customer-support
english
spanish