Adam Gilo
Sr Support Quality Experience and Analyst
Ra'anana
Work Preference
Summary
Strategic Operations Leader | Fintech & SaaS Escalations Expert
Results-driven
Customer Operations Manager with extensive experience in fin-tech and SaaS environments. Proven leader of large global teams, specializing in cross-departmental collaboration, performance analytics, and building scalable support operations.
Expert at bridging technical and non-technical gaps to resolve complex operational challenges with a customer-first approach.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Sr. Support Quality Experience & Analyst
WalkMe
11.2022 - Current
- Joined a newly formed support management team for overseeing high level account escalations.
- Managing escalated accounts, collaborating with stakeholders and leadership to ensure successful turnarounds.
- Analyzing and identifying developing trends, documenting and sharing with company stakeholders to create plans of action.
- Implemented cross-departmental improvements to identify and handle escalated accounts more efficiently.
Escalations Manager
WalkMe
07.2022 - 12.2025
- Defined new escalation processes for accounts both within and outside of support scope.
- Implemented cross-departmental improvements to identify and handle escalated accounts more efficiently.
- Served as the primary bridge between CSM, Sales, and R&D for high-impact cases with executive visibility.
Technical Support Manager
WalkMe
06.2021 - 08.2022
- Led a cross-continental technical support team and established daily KPI targets.
- Identified recurring trends and implemented operational improvements to increase efficiency and SLA adherence.
Global Shift Manager
Payoneer
11.2018 - 06.2021
- Promoted a positive work environment through open communication and constructive feedback.
- Managed a global team of 100+ customer service specialists across Israel, Philippines, and Romania.
- Led critical, executive-level escalations impacting core payment processing delivery. Documented all outages in a daily maintained report.
- Developed and maintained reporting systems and operational dashboards for daily monitoring,
Knowledge Expert
Payoneer
06.2017 - 06.2018
- Assisted customer support representatives with complex issues and making decisions to get past the problem.
- Resolved complex financial customer cases and supported frontline teams with high-risk interactions.
- Served as the final escalation point for critical decision-making and problem resolution.
- Engaged with customers for instances that required manager intervention.
Support Social Media Specialist
Payoneer
03.2017 - 06.2018
- Co-contributed the rebuilding of the Social Media support team from the ground up.
- Managed public-facing de-escalations and community engagement on Twitter and Facebook.
- Created articles to answer recurring inquiries raised in publish forms.
- De-escalated public issues through direct engagement
Skills
Global team leadership
Process optimization
Payment processing expertise
Problem-solver
Documentation and reporting
Prioritization and scheduling
Data-driven insights
Accomplishments
Global Recognition Award - WalkMe
- Recognized three times by leadership for outstanding work and maintain high level of satisfaction.
- Two of the awards were given within a span of 12 months for outstanding leadership during high level events.
Managing Severe Events - Payoneer
- Oversaw severe and at times paralyzing work crisis, implemented clear direction and communication to navigate through difficult periods.
- Created a recurring impact report, doucmenting the level of impact and its severity for each outage.
- Results from the reports led to massive improvements in RND operations, resulting in the decline of system failure events overtime.
Quote
Believe those who are seeking the truth. Doubt those who find it.
André Gide
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Hebrew
Advanced (C1)
Interests
Postcasts
Board Games
Travel
Drums
Nature
Camping
Software
Oracle
Salesforce
Timeline
Sr. Support Quality Experience & Analyst
WalkMe
11.2022 - Current
Escalations Manager
WalkMe
07.2022 - 12.2025
Technical Support Manager
WalkMe
06.2021 - 08.2022
Global Shift Manager
Payoneer
11.2018 - 06.2021
Knowledge Expert
Payoneer
06.2017 - 06.2018
Support Social Media Specialist
Payoneer
03.2017 - 06.2018