Marcos Costa

Experienced Director - Customer Support & Service Delivery / ITIL, SaaS and AI-Enabled Operations / Driving Growth & Customer Satisfaction

Customer Support & Service Delivery leader with a proven track record scaling global teams, improving CSAT, driving operational excellence across SaaS, fast-growth environments and delivering AI-enabled operations.

• Scaled global teams from startup to unicorn stage, aligning support operations with ARR growth and ITIL best practices.
• Delivered +15% CSAT uplift and a 17% margin on premium support services through process optimization, AI-powered ticket deflection, and self-service adoption.
• Built and led cross-functional programs with Sales, Engineering, Product and Customer Success, ensuring customer-centric solutions at scale.
• Known for a hands-on leadership style, coaching teams to deliver high performance while fostering collaboration across geographies.

Now open to new opportunities in Switzerland and international markets, ready to help organizations achieve exceptional customer experience and sustainable growth.

Bachelor Computer Scrience

Leadership Development Training - IMD

ITIL v3