Startup Mentor Marketplace

Kristina Golab

I am a Senior Operations and Customer Experience leader with 15 years of international experience building, scaling, and optimising teams and service functions across multiple countries. My track record spans SaaS companies, transportation, and service-led businesses - always focused on one outcome: making organisations run better and grow sustainably. I operate at the intersection of Operations, Customer Success, and People Leadership - translating strategic goals into clear processes, scalable systems, and high-performing teams. Whether building a function from the ground up or optimising an existing one, I bring clarity, structure, and momentum. Where I add the most value: * A business is growing fast and needs operational structure to match its ambitions. * Customer experience is inconsistent and needs a professional, scalable framework. * A team is underperforming and needs strong leadership, clear accountability, and a coaching culture. * A new office, department, or service function needs to be built from the ground up. * Leadership lacks the time or expertise to fix operational inefficiencies themselves. Career highlights + achievements: * Established a complete local office from scratch - covering all operational, HR, legal, administrative, and customer-facing functions. * Scaled and managed multi-department teams of 70+ employees across different time zones and countries. * Designed and implemented customer support infrastructure that handled high volumes of calls, emails, payments, and chargebacks efficiently. * Drove operational improvements that significantly reduced escalations, improved shift coverage, and accelerated onboarding time for new hires. * Led weekly leadership meetings to align on KPIs, product updates, and strategic goals - acting as the bridge between frontline teams and senior leadership. * Managed complex supplier and vendor relationships to optimise service quality, pricing, and delivery reliability. * Implemented and administered tools including Freshworks, HelpScout, 3CX, and Teamtailor to professionalise support and hiring workflows. If you are currently facing a bottleneck in your startup journey I'd love to support and guide you.

Areas of expertise