Customer support became my path into product ownership.

My first product problems arrived by phone, chat, and email. I saw where customers became confused, where the software broke their expectations, and which tasks generated the same support request every day.

I started by helping customers directly, became a product-knowledge reference, and then took responsibility for self-service products for Conta Azul Pro and Conta Azul Mais.

Repeated support demand showed where better content and conversational self-service could remove friction. That evidence became my path from support into ownership of the Help Center and chatbot experiences.

1. 01

   Supported customers through phone, chat, and email and became a product knowledge reference for the team.

2. 02

   Created and followed technical support tickets before moving closer to product decisions.

3. 03

   Took ownership of self-service products for Conta Azul Pro and Conta Azul Mais, including the Help Center and Chatbot.

Monthly Help Center access increased by 25%, Self-Service Score by 69%, and chatbot satisfaction by 92%. I was the top customer service performer in 2017 and was promoted within nine months.

The available evidence shows the direction of change but does not establish whether the three percentage figures are relative increases or percentage-point changes.