George Stathopoulos
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Athens, Greece · Customer Experience & Quality Lead at WP Media

George Stathopoulos

Customer experience, built for people

13+ years transforming customer experience across SaaS products: scaling support operations, building AI-driven workflows and turning insight into measurable outcomes, while keeping real people at the centre.

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  • 13+years in SaaS and support leadership
  • 94%CSAT achieved at WP Media
  • ~30%fewer Imagify tickets through AI automation
  • ~18support professionals led and developed
About

Support operations as a strategic asset

I specialise in transforming support from a reactive cost centre into a proactive customer experience engine. My work spans Zendesk migrations, AI-driven automation, quality governance and cross-functional alignment, connecting Support with Product, Engineering and Marketing to drive outcomes that genuinely matter.

I'm known for reducing friction at scale: building workflows that hold up under pressure, translating raw ticket data into structured insights that influence product direction, and designing quality systems that make great support repeatable, not accidental.

Whether architecting a knowledge governance framework, leading a team of 18 or running a full Zendesk migration from scratch, I work with the same principle: quality at scale is a design problem.

Current role
Customer Experience & Quality Lead, WP Media
Location
Athens, Greece
Industry
SaaS · WordPress ecosystem
Languages
Greek (native) · English (professional)
Focus
Support transformation · AI automation · Quality systems
Approach to AI

AI used carefully, and for people

I build AI into support and product workflows every day, so I've seen what it does well and where it goes wrong. My rule is simple: AI should never replace people. It should give them back time for the conversations that matter.

“The best use of AI is not fewer people. It's people with more time for each other.”

How I approach every AI project

  • People stay in charge

    AI drafts, sorts and suggests. People decide, especially when a customer is upset, money is involved or the answer isn't obvious.

  • Automate the repetitive, not the relationship

    Let automation answer the same question for the hundredth time, so the team can give real attention to the conversations that need a human.

  • Privacy by default

    Customer data shouldn't leave your hands without a reason. It's why I built Gatehouse to show which plugins send personal data to AI providers, and to strip it where it isn't needed, and Helpdesk Hero so support never needs a customer's password.

  • Honest about it

    People deserve to know when they're talking to a machine, and they should always be able to reach a person.

  • Measure, then trust

    Every AI workflow has to earn its place with evidence: quality, customer satisfaction and cost, reviewed regularly rather than assumed. If it doesn't make the experience better for customers and the team, it goes.

Experience

13 years in SaaS customer experience

WP Media

Mar 2023 – present

  • WP Rocket
  • Imagify
  • RocketCDN

Customer Experience & Quality Lead Current

Promoted to own end-to-end customer experience and quality strategy across WP Media's products: quality governance, documentation strategy, AI-driven support optimisation and cross-functional alignment with Product, Engineering and Marketing.

Head of Support

Led the transformation of support operations, from tooling and team performance to AI automation and customer experience strategy.

  • Led the migration from Help Scout (8 mailboxes) to Zendesk, building a scalable operations platform across products and teams
  • Reduced first response time from ~24 hours to a few hours through workflow redesign and prioritisation logic
  • Increased CSAT from 90% to 94% through structured quality programmes and process improvements
  • Reduced Imagify ticket volume by ~30% through AI-powered automation and better self-service
  • Designed and implemented 100+ standardised support workflows, improving consistency across teams
  • Established structured escalation processes across Support, Product and Engineering
  • Introduced support tiering frameworks that reduced unnecessary escalations
  • Built RocketCare, a premium support service for installation and onboarding
  • Led and developed a team of ~18 support professionals through coaching frameworks and quality systems

WPMU DEV

Jun 2013 – Mar 2023

Head of Sales & Accounts

Led global accounts and customer operations across a distributed SaaS organisation, owning onboarding, retention, account management and customer success workflows.

  • Improved operational scalability through reporting systems and customer lifecycle process design
  • Partnered with support and product teams to improve retention and satisfaction

Support Team Lead

Led a support team responsible for customer issue resolution, onboarding and product guidance.

  • Implemented coaching, training and performance frameworks to improve consistency and quality
  • Worked with leadership to improve support workflows and reduce resolution friction

Accounts Support Specialist

Managed customer accounts, billing and retention enquiries, and contributed to early support workflow and onboarding improvements.

Skills

What I bring

Core competencies

  • Customer experience strategy
  • Support operations leadership
  • AI-powered support automation
  • Process and workflow design
  • Knowledge management
  • Service design
  • Customer journey optimisation
  • Support analytics and reporting
  • Escalation management
  • Cross-functional leadership
  • Documentation strategy
  • Operational scaling
  • Quality governance

Tools and platforms

  • Zendesk
  • Help Scout
  • Metabase
  • Looker Studio
  • Jira
  • Asana
  • Trello
  • Mixpanel
  • Stripe
  • Hubstaff
  • Google Workspace
  • AI support tools
Projects

Things I've built

Side projects where I put my approach to AI into practice.

The Gatehouse dashboard in WordPress, showing AI spend by plugin, the monthly budget and items that need attention.
Live2026 · WordPress plugin · Free and open source

Gatehouse

AI cost control and personal data checks for WordPress

AI plugins share one bill, with no spending limit per plugin and no view of what they send. Gatehouse sits between the plugins and the AI providers they use.

  • Shows which plugin spends what, call by call
  • Monthly budgets and hourly limits that stop calls before they're sent
  • Shows which plugins send personal data, with redaction per plugin
  • Exports an AI data map for records and client reports
  • WordPress
  • AI governance
  • Privacy
  • Product design
Visit the website Download from GitHub
A ticket in the Helpdesk Hero hub: the customer's message, the support reply, and a one-click login to the customer's site.
Live2026 · WordPress plugins · Free and open source

Helpdesk Hero

WordPress support with diagnostics and password-free access

Support teams spend the first emails of every ticket asking for versions, plugins and passwords. Helpdesk Hero lets customers open tickets from their dashboard with all of that attached, and gives support safe, temporary access.

  • Tickets arrive with diagnostics and a health check that points at the likely cause
  • One-click, one-time logins: no shared passwords, access ends on its own
  • Everything support does is logged for the customer
  • Support policies, templates and a live two-site demo
  • WordPress
  • Customer support
  • Security
  • Product design
Visit the website Try the live demo

Next project in progress

More tools that put people first are on the way. Check back soon.

Have an idea?

I'm always happy to talk about customer experience, support and responsible AI. Get in touch.

Contact

Let's build something worth experiencing

Open to conversations about senior CX, support operations and quality leadership roles. Always happy to connect.

Emailmindanticipation@gmail.com LinkedInlinkedin.com/in/georgstathopoulos RésuméDownload CV (PDF)