Build confident teams.
Hands-on coaching, onboarding, and performance conversations that give agents clarity in their work.
COACHING & DEVELOPMENTBILINGUAL CUSTOMER EXPERIENCE LEADER
Great service.
Stronger teams.
Human first.
Katherine leads a remote team of 18 customer service agents supporting an enterprise education program. She brings 15+ years of customer-facing experience across team coaching, performance analysis, service quality, escalations, and bilingual English/Spanish support.
MISSOURI, USA / REMOTE + HYBRID
Two languages.
One human connection.ENGLISH & SPANISH
One human connection.ENGLISH & SPANISH
18Agents supervisedAscen / Upwork · Stride K12 client program
15+Years customer-facingAcross industries & cultures
AI+ AutomationDeployed in live support and creative work
01 / THE APPROACH
Care for the customer.
Invest in the team.
Good service starts behind the scenes, with prepared people, clear expectations, and a leader who shows up.
Make quality consistent.
Daily coverage, case evaluation, and performance analysis that keep a remote team aligned.
SERVICE OPERATIONSBring clarity to complexity.
Calm escalation support and clear bilingual guidance for customers and the people helping them.
TRUST & RESOLUTION02 / SELECTED EXPERIENCE
Built on experience.
Ready for what’s next.
Full career historyJUL 2026 – PRESENTRemoteBilingual Customer Care SupervisorAscen / Upwork · Stride K12 client program
Promoted from frontline technical support to lead 18 agents across coaching, coverage, quality, and escalations in an enterprise education program.
Remote team leadershipPerformance evaluationAgent development
Previously: Bilingual Customer Care & Technical Support Specialist · Jul 2025–Jul 2026
JAN 2023 – PRESENTConcurrent role · RemoteBilingual Customer Support LeadDegen Brands LLC
Manages 200+ weekly inquiries with 85% first-contact resolution at an AI workflow-automation and growth consultancy serving B2B, SaaS, fintech, and emerging-technology companies. Builds bilingual documentation, deploys AI-assisted response tools, and directs designers producing client-facing content.
English / Spanish supportKnowledge systemsAI-assisted workflows
About Degen Brands (opens in a new tab)APR – JUL 2025RemoteBilingual Customer Service RepresentativeModSquad · Ownwell client program
Helped property-tax customers navigate appeals and deadlines through high-volume bilingual phone and email support, translating complex concepts into practical next steps.
Earlier customer service and operations experience spans regulated markets, commercial printing, renewable energy, and international retail. The full chronology is on the resume.
03 / DID YOU KNOW?
She builds with AI too.
Alongside the supervisor role, Katherine leads bilingual customer support at Degen Brands, a family-owned AI workflow-automation and growth consultancy serving B2B, SaaS, fintech, and emerging-technology companies.
She deployed the AI-assisted response tooling the support team answers from, builds the bilingual FAQ, documentation, and user guides behind it, and directs the designers producing client-facing content.
degenbrands.agency (opens in a new tab)WORKS WITH
OpenAIClaudeGoogle GeminiMidjourneyRunway MLAdobe Creative SuiteZapierAirtable
Every AI-assisted answer is reviewed by a human before it reaches a customer.
04 / THE TOOLKIT
People skills.
Modern systems.
Service expertise supported by the platforms that keep teams connected and customers informed. Fluent English and Spanish across support, documentation, and coaching, for clearer explanations and stronger customer trust.
SalesforceZoho CRMMicrosoft TeamsAirtableCanvas & Stride OLSExcel & Google SheetsAI-assisted support · Human reviewed
05 / THE NEXT CHAPTER
OPEN TO CX MANAGEMENT OPPORTUNITIES
Let’s make
service feel
more human.
Customer Experience · Customer Support
Customer Operations · Service Delivery
Based in Missouri, remote or hybrid. Originally from Costa Rica and a US citizen.
katherineariasaraya@gmail.com