Nicoleta Chiru

Background

About Nicoleta Chiru

Customer Support & CX Operations Leader | SaaS | Logistics | Digital Experience I’m a self-starting CX strategist with 17+ years of experience spanning IT services, SaaS, customer service, and logistics—10+ of those embedded in customer-facing support organizations. I bring clarity to complexity through structure, automation, and strong cross-functional collaboration, always thinking creatively and driving continuous improvement. A proven senior leader in customer support, service operations, and technical support, I deliver measurable impact—reducing ticket volume by 40%, cutting logistics claims by 30%, and optimizing team structures by 41%, all while maintaining exceptional service quality. Whether supporting SaaS users, resolving escalations, or transforming sales and fulfillment processes, I bring structure to chaos, solve what’s broken, and build teams, documentation, and tools that are both high-performing and human-centered. Support Leadership: Built and coached resilient, high-output teams. Owned escalations, led onboarding, launched performance programs, and partnered cross-functionally with Product, DevOps, and Customer Success. Operational Excellence: Streamlined logistics workflows, introduced in-app guidance and self-serve resources, and implemented automation—accelerating resolution times and reducing support burden. Strategic Enablement: Documented scalable workflows and work instructions in Confluence. Managed claims dashboards and turned frontline insights into improvements across product, ops, and CX. I believe support isn’t just a reactive function—it’s a strategic engine for growth, retention, and customer trust. I lead with transparency, systems thinking, and a bias for action to drive measurable, lasting impact. Outside of core CX work, I explore emerging tech and apply my creativity through interactive storytelling and digital platform design.