Cornelia Hauser

Senior specialist in a global SaaS onboarding organization, driving both customer activation performance and process innovation across EMEA. Senior specialist in a global SaaS onboarding organization, driving both customer activation performance and process innovation across EMEA. Independently designed, built, and deployed a suite of 16 AI agents (using Claude) to automate manual case reporting and data validation.

Seconded to analyze and re-engineer core business processes and workflows across a high-volume support operation, identifying opportunities for improvement and automation. Managed a high volume of cross-functional requests spanning Legal, TOS, and ERCR processes, surfacing inconsistencies to management and driving resolution — early groundwork for the process-improvement and automation focus I've built on throughout my career since.

Team Lead for Community Support & Legal Compliance at kununu — Austria's leading employer review platform, where companies' public reputation and hiring outcomes are directly shaped by their kununu score. Led and developed a team of 5, working closely with Legal Counsel and Product to manage complaint escalations, ensure compliance with legal requirements, and maintain platform trust. Introduced Zendesk/HelpCenter to track and improve response quality, and improved customer retention on the B2C platform.

Led a multicultural support team, playing an instrumental role in the department's migration to Salesforce and live chat as Customer Experience Project Coordinator. Managed performance, coaching, and development for the German market and provided support across other licensed markets (Denmark, Italy, Belgium). Owned KPI/CSAT/NPS reporting and drove change management and cross-department process alignment.