Javier Rivero
Head of Support Operations
About Me
I'm a Support Operations leader with 12+ years of experience scaling orgs and building magical customer experiences at Stripe & Uber. I rely on lean and agile principles to ensure support operations don't scale at the pace of product growth, effectively eliminating waste across customer journeys. I'm also the leader of Mexico's biggest AI community and serve as an official Cursor Ambassador for Central America, where I get to interact with thousands of builders using Cursor daily.
Experience
Head of Product Support, Consumer
Stripe (Apr 2025 - Present)
- Led the implementation of AI-assisted live answers across digital channels, driving a 42% reduction in help center-initiated support tickets.
- Managed daily team operations and capacity using AI-driven insights from custom-built automated dashboards and Weekly Business Reviews that drove a 74% reduction in Internal Resolution Time (IRT) and sustained an 80%+ CSAT.
- Led large-scale, continuous improvement initiatives for Link's Help Center, defining a strategy to scale self-serve capabilities as monthly active users grew from 200M+ to 300M+, transitioning the platform from reactive support to proactive, AI-leveraged experiences that reduced budget cost.
- Partnered with cross-functional stakeholders to elevate the user experience, seamlessly executing complex global process handovers (e.g., Crypto & AI Agent Integrations) and unblocking internal escalation bottlenecks to maintain a strict <3-day resolution SLA for 80% of casework.
Head of Support Operations, Mexico, Central America & Caribbean
Uber (Nov 2019 - Nov 2024)
- Directed a distributed, multi-tiered organization of 200+ staff across AMER markets, directly coaching 4 senior managers. Fostered a culture of high performance and continuous improvement by establishing comprehensive career development frameworks for a rapidly growing, remote workforce.
- Managed day-to-day operations and a $14.6M annual budget, leveraging data and automation to drive large-scale initiatives. Reduced operational costs by 65% while maintaining high contractual SLA adherence and ensuring exceptional user experiences for scaled support users.
- Partnered closely with cross-functional GTM stakeholders (Sales and Account Management) to scope and execute market-specific retention programs. Utilized predictive modeling and data analysis to improve partner conversion by 12% and significantly reduce churn for strategic accounts.
AI Projects & Community Leadership
AI Builders MX Founder & Community Lead
Founded Mexico's first & largest community for AI builders, organizing events and fostering a network of developers transforming ideas into digital products using AI. aibuilders.mx
Cursor Workshops & Training
Led dozens of Cursor workshops for non-technical audiences focused on coding fundamentals & tool usage.
Independent AI Development
- Moodshelf: Developed AI-powered discovery platform using sentiment analysis to match readers with books based on emotional state. moodshelf.io
- Sparkcircle: Created a web-based team-building platform designed to deepen trust in remote/distributed teams. sparkcircle.cc
- Revelio: Built a WhatsApp bot integrating generative AI for image transformation and editing. reveliobot.xyz