Javiera Concha

Building a consumer-facing two-sided marketplace mobile app from zero — managing strategy, product design, and growth end to end, targeting 10,000+ annual placements in the German market.

• · Defined business model, brand, and go-to-market strategy for Germany-first launch with planned European expansion

• · Led full product design in Figma, from wireframes to high-fidelity mocks across all core user flows

• · Coordinated product development directly with CTO across React Native, Firebase, and Stripe stack

• · Conducted market research and competitive analysis across the German and European au pair industry

• · Integrated AI tools throughout product and strategy workflows, accelerating decision-making and execution

Key achievements:

★ Developed 3-year financial model and investor-ready pitch deck adopted as core fundraising materials

★ Shipped landing page end to end and established pre-launch acquisition strategy as sole non-technical founder

★ Led product, brand, go-to-market, and strategy simultaneously with no technical background and no team

Supported customer success across 15+ countries for a leading travel SaaS platform, managing complex cases and coordinating across a large network of providers and internal teams.

• · Delivered support in English and Spanish via Zendesk, managing 500+ monthly interactions across 15+ countries

• · Resolved complex long-standing cases involving 1,000+ providers, multiple internal teams, and cross-border coordination

• · Escalated platform issues and customer feedback via Jira, collaborating daily with Tech, Fraud, and Air teams

Key achievements:

★ Response templates I created were adopted team-wide, reducing escalations during high-demand periods

★ Translated KB articles into Spanish, cutting repeat contacts from Latin American and European customers

High-volume customer support role and first professional experience working entirely in English.

• · Managed escalations and complex cases using Salesforce in a fast-paced, high-pressure environment

• · Adapted quickly to new tools and processes, ranking as top performer within the first weeks