12+ years of experience
Co-founder & Head of Customer Support Operations
Leads Customer Support Operations across Datqo’s service lines, turning SLAs into enforced workflows and weekly reporting. Designs triage taxonomies, QA loops, and escalation paths that keep delivery consistent from pilot to scale. Owns onboarding playbooks, executive updates, and governance reviews so performance data drives clear next actions.
Blod Group
AB+
Age
25 Years
Short biography
Sophie brings 12+ years building support programs for digital brands. She specializes in SLA design, knowledge-base systems, and dual-layer QA that reduces reopen rates and keeps tone and policy consistent. She leads pilots, stabilization, and scale with reporting cadences that make performance auditable and decisions fast.
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Expertise & Skills
Focused on measurable reliability and structured client delivery across channels.
Onboarding playbooks, renewal planning, and NPS and CSAT tracking.
SLA matrices, variance reviews, executive dashboards, error budget analysis.
Dual-layer QA, sampling plans, audit trails, corrective action follow-ups.