Carlos Pires
Lead Technical Support Engineer at Talkdesk
Based in Leiria, Portugal
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Seniority
Manager
Department
Information Technology
Location
Leiria
Industry
Software Development
Company size
1.4K
Contact information
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c•••••••@talkdesk.com
Phone
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Background
About Carlos Pires
Experienced and growth-driven Customer Experience Lead with a proven track record in technical support, VoIP and porting operations, and customer care within the fast-paced Information and Technology industry. I specialize in leading high-performing teams, managing escalations, and driving continuous process improvements that elevate both customer satisfaction and team performance. Known for my hands-on approach to team coaching, training, and onboarding, I foster a collaborative environment that empowers agents to exceed KPIs. My leadership is grounded in clarity, empathy, and accountability—whether I’m documenting internal processes, resolving complex customer issues, or building scalable CX workflows. I bring a balance of technical expertise and people-first management, with experience in CRM integration, support operations, back office coordination, and knowledge management. I'm always looking for new ways to optimize the customer journey while developing and mentoring the teams behind it.
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