Rafael Pacheco

Background

About Rafael Pacheco

Customer Support Leader with 10+ years building high-performing teams, launching new sites/LOBs, and scaling operations across fast-growth, vendor-powered environments. I specialize in vendor management (BPO) and quality systems that lift CSAT, reduce AHT, and strengthen FCR while staying on top of SLAs and cost. I lead from the front: standing up playbooks and SOPs, and partnering with Ops/Product/Engineering to fix root-cause issues. I’ve owned complex programs for tech giants (including Google, Facebook, and Mercado Libre), managed multi-site ramps, and steered change through clear goals, tight cadences, and data-driven decisions. I’m passionate about practical automation, using AI and workflow tools to remove friction, streamline decision-making, and let people do their best work while fostering a people-first culture built on wellbeing, coaching, and accountability.