Martin Tomis Bartel

Every day, I go to work to push the limits of what it means to be Trustpilot Support. We improve, innovate, engage and collaborate with consumers, companies and Trustpilot teams to create an ever-improving experience for everyone. Prior experience helps me to keep a steady hand in all steps of the process:

▪️ Two Masters specialised in digital transformation of business models and organisations.
▪️ 7-years’ e-commerce experience within B2C and B2B.
▪️ 5-years’ experience in agile methodologies.
▪️ Internal digital influencer, student mentor and partnerships’ builder.
▪️ Growth, Localisation and onsite optimisation specialist.
▪️ Advanced user of GTM and Google Analytics.

As the Solution Manager for the Support Self-Service & Automation team, I manage a team of specialists working on scaling Trustpilot’s support, while increasing customer satisfaction and decreasing operational costs by:

▪️ Using AI to augment agent efficiency - not replace them!
▪️ Removing hampering manual processes and technology silos preventing agent efficiency
▪️ Enhancing self-service to empower customers to solve issues faster and dedicate agents to complex issues

I am always keen on meeting like-minded people, who are passionate about transforming customer support into a valuable strategic asset for their organisation. If you want to get in touch, feel free to drop me a message.