Teodora Suvačarević

I didn't plan to work in CX. I was a video editor who went viral overnight, and got a message from a startup that didn't care what I did before. They just knew they wanted me on the team. I said yes. Best decision I've made.That "do it for the plot" energy turned out to be the best career move I didn't plan.Now I'm a CX Content Manager at lemlist, and I build the kind of knowledge infrastructure that makes support teams actually scale, not just survive.In my first 3 months (while running support in parallel), I:→ Revamped the entire Help Center from the ground up: 200+ articles updated and restructured→ Rewrote 1,000+ Intercom macros to make support communication consistent, clear, and human→ Built a 5-week, multi-module onboarding program for new CX hires: first cohort completed it successfully→ Internally certified the entire CX team on core product knowledge→ Created a cross-functional feedback loop between Product and CX. We now get weekly feature update videos before releases, so no one's caught off guard→ Currently building Intercom automation flows to eliminate repetitive work→ Collaborating with Sales and Marketing to align knowledge across the companyMy areas of focus: knowledge management, Help Center architecture, content operations, support tooling, and AI in CX. The real experiments, not the hype.I also write about non-linear paths into tech, because mine was about as non-linear as it gets.If you work in CX, knowledge management, or content ops, or if you're figuring out your own unconventional path, let's connect. Slide into my DMs or follow along.

International customer success expert

Teodora Martić

Need to RECRUIT a hard-to find candidate? We will find exactly who you are looking for.

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Teodora Martić

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