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Susana's profile picture Hi, I'm Susana 👋

I've spent the last 10+ years scaling support operations at Airbnb and Loom. Now, I help startups build scalable, customer-first strategies.

Writing

Early-stage companies actively hiring in 2025

Why Customisable Contact Rates Matter

The Balancing Act: Cost-Cutting & Stellar Customer Experience

Quality in Support: Beyond the Numbers

Support & Revenue Impact