People Behind the Product: A Day in the Life of Customer Support Team Lead

Bronagh McStravick

14th Feb 2023
People Behind the Product: A Day in the Life of Customer Support Team Lead

Andrés Aparicio began his journey with Cirdan as a result of Cirdan’s acquisition of Philip’s Digital and Computational Pathology business, formerly PathXL, in 2020. Since then, he has worked as part of Cirdan’s Support Team as Customer Support Team Lead for the PathXL division. Andrés deals with complex customer queries on a daily basis, forming a bridge between customer questions and needs and technical teams. In doing so, he acts not only as a support to clients, but forms an integral part of product development which helps Cirdan to accurately plan our product development towards the needs of customers working directly in healthcare environments.

Aside from his busy role in customer support, Andrés enjoys a range of varied and interesting hobbies, which is not surprising as he enjoys having any opportunity to learn and problem-solve! Some of his most favourite pastimes include gaming, martial arts, and spending time in nature.

We caught up with Andrés to get a deeper insight into the daily life of a Customer Support Team Lead, and how Cirdan forms an integral part of his busy life.

What activities does your job involve on a daily basis?

Very briefly, and from a functional standpoint, I provide technical guidance and pave the way for the team to resolve customer issues. This usually involves interacting with other teams and departments to investigate and resolve issues, which allows me to identify training opportunities for my team and democratise knowledge within the company, while monitoring the team’s performance and quality of service. I also bridge the gap between the customer and product teams to identify and prioritise customer issues and improve the products. From a strategic point of view, I work with other leaders to develop standards and processes to optimise service management and improve customer experience and satisfaction. I also work closely with the senior management team to define the overall strategic direction of the service organisation.

What is your favourite thing about your job?

What I like most about my job at Cirdan is that I get to work with very experienced and talented people, but also with new graduates who bring a fresh perspective to the table. I think there is a good balance between the two, and I get to learn from both.

How do you spend time outside of work?

Outside of work, I enjoy spending time with my family and playing with my kids. I like cooking and trying new recipes. When I have some free time, I like to read news articles about technology, history, science, and art, and I also work on some personal projects. I’m a big fan of retrogaming, mixed martial arts, and driving simulators. I also enjoy walking in the countryside and observing nature.

What are you most passionate about?

I’m passionate about technology, innovation, and the creation of tools, services, and products that make people’s lives better. I like looking at the bigger picture but also getting my hands dirty and trying to understand how things work.