Hugo Merida

Hugo Merida has been working in customer service for over 10 years. Hugo started their career as a customer support representative for Line 6, a company that makes musical instruments and audio equipment. Hugo worked there for six years, before moving on to become the customer service manager at Strymon, another musical instrument company.

At Line 6, Hugo was responsible for driving the customer support escalation process, working with Quality Assurance, engineering, and product managers to resolve escalated customer issues from the field. Hugo also provided guidance and support to all Line 6 customer support and sales representatives, tracked all support 'hot' issues and early warning trends, and met with UK, EU, and Japanese support teams on a bi-weekly basis to discuss escalated cases from those regions. In addition, Hugo created and maintained customer support knowledge base documents for the Line 6 website, reported all bugs and issues in bug tracking database, and did script writing, filming, and video editing of support video tutorials on using Line 6 products for the Line 6 Support Youtube channel. Hugo also oversaw the beta/pre-FCS program for the customer support department.

At Strymon, Hugo is responsible for managing the customer service team and ensuring that all customers are satisfied with their purchase. Hugo works closely with the sales and marketing teams to ensure that all customers have a positive experience with the company.

Hugo Merida reports to Sean Halley, Head, Marketing. They are on a team with John Maveety - Google Ads Specialist & Digital Marketer, Gohan Ruiz - Marketing Coordinator. Austin Linkous - Customer Support, Victoria Godfrey - Customer Support report to Hugo Merida.