Available for new opportunities
Sefket Nouri
Former Webflow Support Team · Escalations, Systems & Billing Ops · MTTR ↓ ~20%
Endorsed by Webflow Leadership
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"Consistently outperformed billing and account goals while showing deep customer empathy."
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"The heart and energy you've put into this team will not be easily matched."
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"You were such an amazing partner to the GTM org — always rallying around everything we wanted to build."
Choose how much detail you want up front.
Averaged 18–21 resolved tickets/day (peak 24) while leading billing, platform, and escalation workflows.
Senior SaaS Support & Billing Operations (Infra/Platform) | Ex-Webflow
New York • Remote-First • Senior IC
Also experienced in: Billing Support • Support Operations • Platform Support • Customer Escalations
Owned escalations, complex billing operations, and high-volume support workflows for platform teams.
Trusted to handle high-risk billing cases and partner cross-functionally with Engineering and Finance to reduce friction and improve resolution speed.
Performance Snapshot
- 13+ years in SaaS support environments
- Consistent queue ownership (18–21 tickets/day)
- Frequently trusted for overtime coverage during staffing gaps
- Own complex billing & platform escalations end-to-end
- Reduced MTTR by 20% through systemic improvements
- Trusted partner to Engineering & Finance
I don't step away from the queue — I improve it from within.
How I Operate
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Queue-first mindset
I stay in the work. High throughput isn’t something I chase — it’s a byproduct of staying organized and focused on resolution. I also surface recurring customer feedback to engineering so support patterns become product improvements.
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Escalation ownership
I don't pass off complexity. Billing edge cases, platform ambiguities, and high-risk accounts are where I add the most value.
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Cross-functional fluency
Trusted by Engineering and Finance to surface patterns, flag systemic issues, and participate in fixes — not just flag tickets.
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Process improvement instinct
I look for friction in workflows and fix it. The ~20% MTTR reduction came from routing, handoffs, and documentation improvements — not additional headcount.
Selected Work at Webflow
Projects focused on automation and scalable support operations.
What colleagues say — Webflow & beyond
"Consistently outperformed billing and account goals while showing deep customer empathy."
"The heart and energy you've put into this team will not be easily matched."
"You were such an amazing partner to the GTM org — always rallying around everything we wanted to build."
"Consistently exceeded billing/account goals with strong initiative and reliability."
"After nearly five years working together, I'd hire Sef in a heartbeat."
