This month, our Meet the Team spotlight falls on Rafael Cardoso, our Customer Success Manager and Content and Automation Specialist at CleanCloud. Rafael brings a mix of creativity and strategic thinking to our support team, making sure our customers receive the best service with the help of our automated helpdesk.
We sat down with Rafael to learn about his background, from his early days growing up in Brazil discovering a passion for design and advertising. Learn all about Rafael’s life outside the office, from his love for music and fitness to his adventures travelling the world including his upcoming trips to Spain and Greece.
Q: Can you tell us a bit about your background?
I grew up in Foz do Iguaçu, South of Brazil, and before starting university, I took a gap year to work at Kodak, a photography lab that processed both physical and digital photos. This experience sparked my passion for design and photography. I then studied a degree at UDC Faculdades, studying Social Communication with a focus on Advertising and Marketing. My time at university was filled with work experience, from designing Disney and Marvel toys and school supplies in Paraguay to designing book covers for an editorial company. After earning my bachelor's degree, I got a position at Itaipu Technological Park as a Senior Communication Analyst. I spent three years there, focusing on a project called CIBiogas: Renewable Energy, overseeing the company's visual identity materials both in print and online, creating institutional presentations, and coordinating national and international events within the renewable energy sector, which I really enjoyed!
During this time, I also took part in international exchanges. I spent a month in Vancouver, Canada, and completed an intensive work exchange in Vienna, Austria, focusing on Design Thinking.
In 2017, I finally decided to embark on an experience living abroad, leading me to Australia, where I spent 1 and a half years. Initially residing in Sydney, I later moved to Brisbane to pursue a Business Degree. In 2018, I made my way to the UK, settling in Oxford where I began delving into customer experience. My first role here was at TripAdvisor, where I specialized in travel advising and customer experience, specifically catering to the Brazilian market and Portuguese-speaking customers. After the pandemic, I relocated to London. Subsequently, I started my role at CleanCloud with a position that mixes all the skills in customer service, design, and project management that I've developed throughout my career.
Q: How long have you been with CleanCloud? And tell us a bit about your role
I started at CleanCloud in September 2022 as a Customer Success Manager. This role involves a lot of work in content and automation. I took charge of updating our then-new support platform and introducing automated tools that have really improved our support workflow and online helpdesk. The timing couldn't have been better, allowing me to make an immediate impact right from the start.
Q: What has been your proudest achievement since joining CleanCloud?
I'm very proud of our support automation. It's rewarding to have improved many of the processes for our customers by setting up a system that automatically answers queries with AI and self-serve initiatives, available 24/7. This ensures our customers feel supported, as evidenced by enhanced resolution times and increased customer satisfaction. Whenever new features or updates are rolled out, I ensure our helpdesk articles and workflows are promptly updated to ensure customers always have access to up-to-date information. It’s just great to be there for our customers when they need us.
Q: What are your desk essentials?
My desk has to always be really tidy; I need to be in an organised space to help me focus. I always have a bottle of water and a cup of coffee nearby. Also on my desk are my vitamin C tablets and my go-to hand cream - it’s a must. Given my passion for the sci-fi and superhero universe, you'll spot some geek figurines and comic books at my home desk.
Q: Tell us a fun fact about yourself!
Something you might not know about me is that there is a musical side to me! This started when I was 11, beginning with the violin. By 13, I had shifted my focus to the cello, inspired to teach myself after spotting an open cellist position in the city orchestra. I auditioned and, by the age of 16, I had my own spot in the Foz do Iguaçu Symphonic Orchestra! While in Brazil, I was also part of a group that performed at parties and weddings, where I sometimes sang. I also taught private cello lessons, sharing my passion for playing the cello with others.
Q: What type of music do you most enjoy listening to?
That's tough. I can literally listen to almost anything. I'm a fan of both R&B and House music. I can't go a day without listening to music and I love discovering new artists all the time. Currently, I've been listening a lot to Purple Disco Machine, Sofi Tukker, Romy, and Raye, with occasional throwbacks to some classic Beyoncé and Lauryn Hill tunes.
Q: How do you like to spend your weekends and free time?
I'm passionate about fitness and health, so hitting the gym is my favourite morning activity. I usually go six times a week and love to go on weekends as well. Now that the weather is getting better in London, I've started doing my cardio outdoors and cycling to the office. Also, when I'm not hanging out with friends or cooking my prep meals for the week, you might find me binge-watching some sci-fi movies or series. As a personal project, I'm currently on a mission to re-watch all the Star Wars films in chronological order - I just can't get enough of them.
Q: What is next on your bucket list?
I recently got back from a trip to Thailand—it was my first time visiting Asia and I absolutely loved it. I have a few more trips lined up; I'll be heading to Greece and Spain next. I'm also hoping to end this year in Brazil with my family and friends. It’s been seven years since I last spent Christmas there, so I'm really excited about it. Plus, it'll be winter here but summer there, so I’ll happily be skipping the cold weather!