Filipe Lopes

Customer Support and Community Operations professional with ~5 years of experience (ex-Automattic). Strong background in technical support, troubleshooting, and documentation across WordPress and WooCommerce ecosystems, as well as Web3 community support. Built and maintain AI Agents (Voiceflow) and Support Automation workflows to improve response quality and reduce response time through no-code systems, prompt engineering, and RAG (Retrieval-Augmented Generation) knowledge bases.

Focused on scalable Support, operational clarity, and user retention.

Head of Community & AI Implementation at L4VA (Liquidity 4 Virtual Assets) (2023-09 – Present)

Lead community operations, moderation, and member support for a Web3 liquidity protocol with focus on retention, education, and clear user communication. Designed and built AI Agents in Voiceflow to support Level 1 Support and implemented automation workflows.

• Lead community operations, moderation, and member support for a Web3 liquidity protocol, with a focus on retention, education, and clear user communication.
• Designed and built AI Agents in Voiceflow (up and running) to support Level 1 Support via structured conversation logic and Knowledge Base + RAG (Retrieval-Augmented Generation) approach.
• Implemented Automation workflows and routing rules to handle repetitive questions more efficiently and escalate complex cases to human support when needed.
• Created internal guidelines and documentation to standardize responses, improve consistency, and reduce back-and-forth in Support.
• Act as the bridge between users, internal teams, partners, and stakeholders to surface issues, consolidate feedback, and unblock users.

Happiness Engineer (Customer & Technical Support) at Automattic (WordPress.com, WooCommerce, Jetpack, Tumblr) (2025-06 – 2025-11)

Delivered high-quality technical support to WordPress.com users with troubleshooting and platform best practices. Worked within support operations and ticketing workflows using Zendesk and adopted AI tools for diagnosis and documentation.

• Delivered high-quality technical Support to WordPress.com users, assisting with setup, configuration, and platform best practices.
• Troubleshot complex issues across WordPress/WooCommerce environments (themes/plugins conflicts, performance, configuration, and general debugging).
• Worked within support operations and ticketing workflows (including Zendesk usage), maintaining clear communication and accurate issue tracking.
• Adopted AI tools to speed up diagnosis, improve response quality, and strengthen documentation, contributing to faster resolution and better user experience.