Ramiro de Gouveia Martins

Ramiro de Gouveia Martins is an accomplished operations manager with extensive experience in customer support and experience management across various leading companies. Currently serving as the Regional Operations Manager for Customer Support and Business Engagement at Airbnb since June 2021, Ramiro oversees the performance of over 700 agents in Latin America, enhancing customer experience for guests and hosts. Ramiro is also a board member for the Regional CX Council in Brazil and an instructor for a Customer Experience course at MBA SEDA Executive Education. Previously, Ramiro held managerial roles at RD Station and Nubank, driving customer success initiatives and operational metrics. With a robust educational background including an MBA in IT Governance, Ramiro combines expertise in customer experience strategy with practical applications, evidenced by ownership of the CX Brasil blog and active participation in CX communities.