Eleven years.

Ten years in Zendesk Support Operations. Before that, a year learning what the product could do. After that, this.

The same problems kept appearing in different accounts. Wrong routing, undocumented triggers, SLA structures that technically fire but practically mislead. Configuration debt that teams had learned to work around rather than fix.

I built the internal scoring model Zendesk used to prioritise tickets by operational urgency.

Lotus CX is what that experience looks like as a service. The assessment is the starting point, a diagnostic that finds what your team has stopped noticing.

I'm based in Lisbon. I work with mid-market and enterprise teams running Zendesk.

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