Sebastian Murillo

I’m a Customer Operations & Customer Service leader with 10+ years of experience leading people, scaling operations, and improving customer performance across LATAM, North America, and Europe. I help companies turn complex operations into scalable businesses by connecting customer strategy, people, processes, technology, and performance. My focus is simple: build organizations that execute well, serve customers better, and are ready to scale. Today, I lead Customer Operations & Experience at Estoy, building the function from the ground up for a multi-market crypto/fintech business. I’ve designed the operating model, support technology, KPI/SLA framework, and CX feedback loops needed to launch and scale across six markets. Previously at Amazon, I led 150+ agents and leaders across US, Mexico, and Europe, delivering +15% YoY CSAT growth, 87.3% QA, and 89.03% RAP, while developing 25+ employees into leadership roles. I was also recognized with the Amazon Global QA Excellence Award. I bring a combination of operational rigor, customer obsession, and people leadership across Customer Service, Customer Experience, Operations Management, Process Improvement, Performance Management, Workforce Leadership, and multi-market execution. I’m at my best when the challenge is complex, the operation needs structure, and the business is ready to grow.