About

Career timeline

Parallel bars are intentional: I worked at MailPoet/Automattic and GravityKit at the same time from 2015–2020.

1. Product Manager

   Nov 2025 – present · 7 months

   Octane AI

   Leading the transformation of Octane AI's Quiz editor — a mature product used by thousands of Shopify brands — into a next-generation AI-powered app builder that unifies quizzes, email flows, and conversational agents in a single platform.

   My work spans product strategy and hands-on execution: defining the roadmap for the transition, scoping releases with engineering, shaping UX decisions with design, and driving project management and delivery coordination in close partnership with the Director of Engineering.

   The interesting challenge isn't building any one of these surfaces — it's designing the connective tissue between them, so a merchant can move from “quiz → segmented email → conversational follow-up” without stitching three tools together. That's where the real value sits, and it's where I spend most of my time thinking.

2. Project Manager, Support Lead & Customer Advocate

   Jul 2015 – Aug 2025 · 10 years 2 months

   GravityKit

   • Served as the primary customer advocate and technical escalation point across 30+ plugins in the GravityKit and Gravity Forms ecosystem — including GravityView, GravityExport, and GravityCharts — handling the most complex issues other team members couldn't resolve.
   • Scoped and prioritized GitHub issues based on development cost and business impact, participated in release planning, and helped distribute workload across the engineering team.
   • Wrote feature specs and mockups, proposed new plugins, and suggested product improvements that expanded the suite — acting as the bridge between customer pain and engineering execution.
   • Delivered advanced customer support via HelpScout, FreeScout, and live chat, troubleshooting directly on client websites when needed and recording Loom walkthroughs to clarify bugs, demonstrate features, and unblock users.
   • Filed detailed GitHub bug reports with reproduction steps and assets, followed up through resolution, and tracked feature requests so users were notified when their requests shipped — closing the feedback loop most support teams leave open.
   • Helped identify root causes of bugs in GravityView and related plugins, accelerating fix implementation by working directly with developers rather than just forwarding tickets.
   • Built and maintained technical documentation at docs.gravitykit.com, writing tutorials, how-to guides, and developer references to deflect repeat tickets and empower users to self-serve.
   • Developed custom PHP and JavaScript snippets to solve edge-case use cases and extend plugin functionality, sharing dozens of gists that became reference solutions for both customers and colleagues.
   • Tested and reviewed pull requests, replicated bugs across plugin versions, and validated fixes before release — contributing to QA standards and the stability of every release shipped.

3. Happiness Engineer

   Dec 2020 – Jun 2021 · 7 months

   Automattic

   Joined Automattic as part of MailPoet's acquisition and integration into WooCommerce, contributing to customer support operations during the transition period. Supported continuity of service and helped with knowledge transfer and process adaptation as MailPoet's support function was absorbed into Automattic's broader WooCommerce organization.

4. Support Lead

   Nov 2013 – Dec 2020 · 7 years 2 months

   MailPoet (part of Automattic)

   • Led support for the MailPoet freemium plugin and MailPoet Sending Service, covering the full stack from newsletter creation and sending to email deliverability across a user base spanning free WordPress users to paying SaaS customers.
   • Managed a distributed support team of 5, setting workflows, response quality standards, and escalation paths across HelpScout and other channels.
   • Acted as the voice of the customer inside the product org — consolidating recurring pain points and feature requests, tracking and triaging Jira issues, and feeding prioritized insights directly into the product roadmap.
   • Authored and maintained user-facing documentation, FAQs, and tutorials, building a self-service layer that scaled support capacity without growing the team proportionally.
   • Resolved advanced technical issues ranging from plugin configuration and WordPress conflicts to email authentication (SPF, DKIM, DMARC), sender reputation, and inbox placement troubleshooting.
   • Guided customers on list management, deliverability best practices, and compliance — turning support conversations into strategic advice that improved newsletter performance.
   • Represented MailPoet in the WordPress community as a brand evangelist, strengthening the plugin's reputation and presence across the ecosystem.
   • Stayed through MailPoet's acquisition by Automattic/WooCommerce, ensuring continuity of support operations and facilitating knowledge transfer, team alignment, and process adaptation under the new organizational structure.

Earlier (2001–2013): web developer across government, e-commerce, and WordPress consultancy in Porto Alegre, Brazil.

What I bring

Education

PUC-RS — Curso Superior de Tecnologia em Banco de Dados (ênfase em Data Analytics, Data Modeling/Warehousing, DBA) · Mar 2024 – Jul 2026 (in progress)