Curriculum Vitae

Past Experience

1. Product Manager

   Nov 2025 – Jul 2026 · 9 months

   Octane AI · Remote

   I collected requests from sales, account managers, customer support, and engineering and turned them into PRDs. I took two long-standing requests from PRD to release: a progress bar for quizzes and discounts integrated with Shopify.

   In parallel, I led the rebuild of Octane AI's Quiz editor, an established product used by thousands of Shopify brands, as an AI-native app builder for quizzes, email flows, and conversational agents. In my second week, I recorded the friction from my own first use, then compared it with an NPS survey of 145 merchants. A blended score of +14 hid a 48-point gap: -15 for self-serve merchants and +33 for managed tiers. The gap sat exactly where churn was. The rebuild was approved on one condition: make it AI-native from the ground up.

   The redesign covered direct editing on the canvas, the component model, live preview, and AI assistant. The UI and assistant used the same command layer, which let the assistant perform every operation available in the interface using the editor's existing vocabulary. I prototyped the first working version before engineering picked it up. When I left, the full front-end was being integrated with the platform's backend, before internal alpha testing.

   Full case study

   After Meta acquired Moltbook and Octane AI’s CEO and President joined Meta Superintelligence Labs, the company entered a leadership transition. I chose to leave a few months later.

   Skills

   Shopify AppsProduct StrategyGenerative AIShopifyProject ManagementAI AgentsProduct Requirements DocumentsUser ResearchProduct Road MappingA/B TestingProduct ManagementAI Product ManagementStakeholder ManagementProduct DiscoveryPrompt EngineeringGo-to-Market StrategyConversion OptimizationMachine LearningMerchant ExperienceConversational AIE-CommerceArtificial Intelligence (AI)Large Language Models (LLMs)Jobs to Be DoneProduct Analytics

2. Project Manager & Customer Support Manager

   Jul 2015 – Aug 2025 · 10 years 2 months

   GravityKit · Remote

   • Served as the primary customer advocate and technical escalation point across 30+ plugins in the GravityKit and Gravity Forms ecosystem (including GravityView, GravityExport, and GravityCharts), handling the most complex issues other team members couldn't resolve.
   • Scoped and prioritized GitHub issues based on development cost and business impact, participated in release planning, and helped distribute workload across the engineering team.
   • Wrote feature specs and mockups, proposed new plugins, and suggested product improvements that expanded the suite, acting as the bridge between customer pain and engineering execution.
   • Delivered advanced customer support via HelpScout, FreeScout, and live chat, troubleshooting directly on client websites when needed and recording Loom walkthroughs to clarify bugs, demonstrate features, and unblock users.
   • Filed detailed GitHub bug reports with reproduction steps and assets, followed up through resolution, and tracked feature requests so users were notified when their requests shipped, closing the feedback loop most support teams leave open.
   • Helped identify root causes of bugs in GravityView and related plugins, accelerating fix implementation by working directly with developers rather than just forwarding tickets.
   • Built and maintained technical documentation at docs.gravitykit.com, writing tutorials, how-to guides, and developer references to deflect repeat tickets and empower users to self-serve.
   • Developed custom PHP and JavaScript snippets to solve edge-case use cases and extend plugin functionality, sharing dozens of gists that became reference solutions for both customers and colleagues.
   • Tested and reviewed pull requests, replicated bugs across plugin versions, and validated fixes before release, contributing to QA standards and the stability of every release shipped.

   Skills

   JavaScriptRelease ManagementREST APIsScreencast Tools (Loom)Bug TrackingIssue TriageDeveloper DocumentationProject ManagementWordPressTechnical SupportRelease PlanningGitProduct Management (Support-informed)Customer SupportGravity FormsTechnical WritingQA TestingKnowledge Base ManagementHelpScoutAgile WorkflowsCustomer SuccessGo-to-Market StrategyCross-Functional CollaborationPHPGitHubSoftware as a Service (SaaS)Feature PrioritizationTroubleshootingUI/UX Design (basic prototyping/mockups)User Feedback Analysis

3. Customer Support

   Dec 2020 – Jun 2021 · 7 months

   Automattic · Remote

   Joined Automattic as part of MailPoet's acquisition and integration into WooCommerce, contributing to customer support operations during the transition period. Supported continuity of service and helped with knowledge transfer and process adaptation as MailPoet's support function was absorbed into Automattic's broader WooCommerce organization.

   Skills

   WordPressCustomer SupportWooCommerceSoftware as a Service (SaaS)

4. Customer Support Manager

   Nov 2013 – Dec 2020 · 7 years 2 months

   MailPoet · Remote

   • Led support for the MailPoet freemium plugin and MailPoet Sending Service, covering the full stack from newsletter creation and sending to email deliverability across a user base spanning free WordPress users to paying SaaS customers.
   • Managed a distributed support team of 5, setting workflows, response quality standards, and escalation paths across HelpScout and other channels.
   • Acted as the voice of the customer inside the product org: consolidating recurring pain points and feature requests, tracking and triaging Jira issues, and feeding prioritized insights directly into the product roadmap.
   • Authored and maintained user-facing documentation, FAQs, and tutorials, building a self-service layer that scaled support capacity without growing the team proportionally.
   • Resolved advanced technical issues ranging from plugin configuration and WordPress conflicts to email authentication (SPF, DKIM, DMARC), sender reputation, and inbox placement troubleshooting.
   • Guided customers on list management, deliverability best practices, and compliance, turning support conversations into strategic advice that improved newsletter performance.
   • Represented MailPoet in the WordPress community as a brand evangelist, strengthening the plugin's reputation and presence across the ecosystem.
   • Stayed through MailPoet's acquisition by Automattic/WooCommerce, ensuring continuity of support operations and facilitating knowledge transfer, team alignment, and process adaptation under the new organizational structure.

   Skills

   Wordpress DevelopmentWordPressTechnical SupportCustomer SupportObjectives and Key Results (OKRs)Community EngagementEmail MarketingEmail Marketing SoftwareSoftware as a Service (SaaS)

5. Business Owner

   2011 – 2013 · 2 yrs

   Rise Web Development · Porto Alegre, Rio Grande do Sul, Brazil · Remote

   Founded and operated a solo WordPress consultancy, delivering custom themes and plugins for a recurring roster of web studios that needed specialized development capacity without hiring in-house. Managed the full project lifecycle — from scoping and requirements to deployment and post-launch support — and built long-term partnerships based on reliable delivery and technical judgment calls that studios trusted to make on their behalf.

   Skills

   Wordpress DevelopmentWordPressPHP

6. Development Team Lead

   2010 – 2011 · 1 yr

   Grau Digital Design · Porto Alegre, Rio Grande do Sul, Brazil · On-site

   Brought in to lead the company's transition from a proprietary PHP CMS to WordPress, modernizing its development framework. Quickly promoted to Development Team Lead, guiding a small team of developers, establishing best practices, and ensuring timely delivery of high-visibility client projects.

   Skills

   Wordpress DevelopmentPHP

7. Co-Founder

   2008 – 2010 · 2 yrs

   inTDV Software Licensing · Porto Alegre, Rio Grande do Sul, Brazil · On-site

   Spearheaded the design and implementation of a remote monitoring platform for Ricoh printers, combining SNMP data collection with a REST API for real-time usage tracking. Coordinated between technical and business stakeholders to deliver a solution that reduced service costs and optimized operations.

   Skills

   REST APIsPHP

8. Software Developer

   2007 – 2008 · 1 yr

   Copyland Outsourcing · Porto Alegre, Rio Grande do Sul, Brazil · On-site

   Contributed to the development and maintenance of ERP systems using Visual Basic 6. Supported internal teams by improving software reliability and enhancing key business workflows.

9. Web Developer

   2006 – 2007 · 1 yr

   Traça Virtual Bookstore · Porto Alegre, Rio Grande do Sul, Brazil · On-site

   Led the development of the company's first e-commerce platform with PHP and MySQL, expanding its reach into digital sales and strengthening its online brand presence.

   Skills

   JavaScriptPHP

10. Web Developer

    2001 – 2006 · 5 yrs

    Government of the State of Rio Grande do Sul – Cabinet of the Governor · Porto Alegre, Rio Grande do Sul, Brazil · On-site

    Supported the government's digital modernization efforts by developing and maintaining web applications in ASP, JavaScript, MS Access, and SQL Server. Collaborated with multiple departments to deliver online services that improved accessibility and citizen engagement.

    Skills

    JavaScript