I am Ulaş Arslan, a Customer Experience and Operations leader based in Rotterdam. I work at the point where support, product, sales and operations need to operate as one customer system rather than separate functions.
My background spans healthcare, fintech, regulated digital assets and accessibility technology. I have worked frontline cases, built new service departments, led a team of more than 20 people through a crisis, supported high-net-worth clients and taken end-to-end ownership of CX structure in a startup environment.
The common thread is not a tool or industry. It is creating clarity where customer work has become fragmented, reactive or dependent on individual effort.
How I create value.
I combine operational judgment with systems thinking. That means I can zoom into the real customer friction, then zoom out far enough to redesign the workflow, data, ownership and feedback loop around it.
Make signals visible.
Bring together customer data, qualitative feedback and product behaviour so teams can see the same reality.
Make ownership explicit.
Translate the signal into a clear next move, owner and operating rhythm.
Scale the system.
Use process design, self-service, automation and coaching to reduce dependence on heroic individual effort.
Professional background.
End-to-end CX structure across support, product and operations, reporting directly to the COO.
Solo-built Renewal Radar as a practical B2B product for CRM-based renewal follow-up.
High-net-worth client support and service coordination in a regulated digital-asset environment.
Frontline support, community, feedback loops and leadership of a 20+ agent team through peak growth and crisis recovery.
Accounts receivable, service-department setup and new-hire coaching.