Carmen Salu

Background

About Carmen Salu

I’ve spent the last 10+ years building support teams, leading people, and improving customer experiences for global start-ups and scale-ups. As the Customer Care Manager at Qover, I lead with a clear mission: to empower our team, deliver on SLAs, and make insurance feel easy and human. Whether it’s leading strategy and structure, configuring our tools, or jumping in on complex escalations, I’m here to make sure our support operations run smoothly – and our customers feel heard. I’ve built teams from scratch, developed training and mentorship programs for new joiners, and introduced training frameworks that make professional growth part of the day-to-day. I’m always looking at the data – spotting trends, tracking KPIs, and finding ways to reduce inbound volumes through smart automation and AI. Before joining Qover, I was Global Support Manager at Teespring (now Spring), where I managed international support for creators. I’ve also worked in marketing and account management – so I understand how customer experience connects to every part of the business. Some tools and strengths I rely on daily: Zendesk, empathetic leadership, process optimisation, and a strong focus on customer experience. I believe good support is built on clarity, empathy and accountability – and that great teams don’t happen by accident. Born in Spain, Belgian at heart – and always up for a challenge. Let’s connect.