Product Manager & Customer Success Lead
Scaled support and rebuilt the back office across OLX.pt, Standvirtual, Imovirtual and Leiloes.net through a more than 10x increase in ad volume.
Highlights
- Scaled the customer support team from 5 to 10+ through an over-10x increase in ad volume after the acquisition.
- Rebuilt the back office for scale: event journals and metrics, prioritisation and load balancing, automated rules and refined user tiers.
- Owned a multi-platform back-office product across OLX.pt, Standvirtual, Imovirtual and Leiloes.net.
Context
After the acquisition, ad volume grew more than tenfold. Support and moderation had to scale without growing at the same rate.