CX and Customer Operations leader helping startups scale support systems, AI-enabled workflows, and customer experience.
I lead customer experience at a fast-growing U.S. healthtech startup — scaling teams, sharpening support systems, rolling out tools, and turning customer pain into better operations.
I scale teams without scaling chaos — building the structure, escalation paths, and coaching layers that let support keep up with growth.
From copilot tone-of-voice to sensible guardrails, I help teams adopt AI responsibly and turn scattered docs into self-serve content customers actually use.
I run the messy middle: vendor evaluation, workflow design, routing logic, integrations, and rollout — so the new system actually works on day one.
Owned vendor evaluation, proof-of-concept, workflow design, and rollout across multiple product lines — standing up a purpose-built B2B support stack without adding headcount.
Built the onboarding system from scratch — lifecycle emails, intake forms, setup guides, and weekly office hours — helping new customers move from contract signed to adoption, value realization, and long-term success.
Turned vendor docs and recurring ticket themes into branded self-serve content that reduced repeat questions and accelerated time-to-value for new customers.
Designed and led role-specific AI training with appropriate guardrails — helping a whole company adopt AI responsibly inside a regulated industry.
All of the actual real implementation work, change management and evangelizing internally — he executed flawlessly on his own.
One of the most reliable partners I’ve had — low-ego, follows through on what he says he’ll do.
Beyond the systems and tooling, I’m the kind of operator who shapes the culture around the work — the one peers ask to interview the next great hire, and the one who quietly plans the offsite everyone remembers.
Hand-picked by the CEO for the Head of People Ops hiring panel.
Routinely pulled into cross-functional hiring panels — the read on candidates, culture fit, and how someone will actually show up day-to-day.
Planned and ran the Ops team offsite, creating the structure for sharper alignment, stronger cross-functional relationships, and clearer operating rhythms.
Volunteered the work end-to-end: agenda, logistics, the small details that make a team feel invested in. Nobody asked — everybody benefited.
My work sits at the intersection of customer experience, onboarding, support operations, customer success, and AI enablement — the messy middle of a fast-growing startup where nobody quite owns the seams. I spot the gap, scope it, build the workflow, and bring the team along.
Working in a regulated industry taught me to move quickly without being reckless. I care about the customer, the team, and the system that connects them — in that order. Bilingual in English and conversational Thai.
Beyond work: Beach volleyball · Dog dad · CrossFit · Amateur chef.