Hello, Bitdefender!

Elevating Support & Empowering Customers. Why I’m Excited About Bitdefender.

I've always rooted for Bitdefender. Not just because it's a global cybersecurity leader, but because it’s a Romanian company that’s earned the trust of millions worldwide. That’s always made me proud. Back at Verifone, I became familiar with Bitdefender as we processed payments for your customers. Later, at Malwarebytes, I often looked up to your product teams as a benchmark for where we could go next.

I’ve spent more than a decade building and leading high-performing support teams across fast-paced, global environments - from launching scalable operations at Verifone to transforming customer experience at Malwarebytes.

This page is my way of showing what I can bring to your team: strategic clarity, operational excellence, and a passion for creating support experiences that customers remember for the right reasons.

strategic vision for customer support at bitdefender

Bitdefender already delivers a trusted, high-performance product. My goal would be to ensure the support experience matches that same standard of excellence. I believe world-class support is not just reactive, but proactive, deeply aligned with business objectives, and designed to scale. Here's how I would approach that mission:

  • Introduce clear, role-specific KPIs and feedback loops that foster individual accountability, team development, and a culture of continuous improvement.

  • Use support data as a strategic asset — driving forecasting, resource planning, and executive decision-making that align service with business priorities.

  • Build support frameworks that combine internal expertise with scalable, high-quality outsourcing — ensuring consistent service coverage across languages and time zones without sacrificing customer experience.

  • Reduce friction by identifying support trends early, embedding self-service solutions where they matter most, and partnering closely with product and engineering to address root causes, not just symptoms.

  • Position support as a differentiator in a security-conscious market — not just resolving issues but reinforcing Bitdefender’s brand promise of protection, speed, and reliability at every touchpoint.

Proven Results in Customer Support Leadership

Malwarebytes – Transforming Global Support Through Strategy, Automation, and Cross-Functional Leadership

Challenge: The global support organization was facing inconsistent SLA performance, growing ticket volumes, and fragmented processes that limited efficiency.
What I did: I led a comprehensive transformation focused on automation, strategic outsourcing, and performance optimization. This included redesigning KPIs, implementing individual performance structures, and driving cross-functional collaboration to automate workflows and reduce friction.
Results:

  • SLA adherence improved from 52% to 67% in 4 months

  • Ticket volumes reduced by 15% through targeted automation initiatives

  • 97%+ team satisfaction in leadership feedback

  • Improved resolution speed and decision-making through enhanced cross-team collaboration

Relevance to Bitdefender: Demonstrates ability to lead scalable, data-informed support transformations in complex, fast-moving environments — delivering measurable results without compromising on team culture or customer experience.

Verifone (2Checkout) – Building a High-Performing Support Division from Scratch

Challenge: Verifone needed to establish a scalable shopper support function from the ground up.
What I did: Built and scaled a 30+ person team, introduced self-service options, IVR automation, and strategic outsourcing for multilingual support.
Result:

  • Annual savings of $80K–100K

  • Significantly reduced wait times (held at ~2 minutes)

  • Seamless integration of support into broader customer journey

Relevance to Bitdefender: Proven ability to scale service operations with cost efficiency and customer satisfaction in mind.

Beyond the role

I believe great leadership extends beyond operational execution — it’s also about sharing ideas, developing others, and staying ahead of change. Alongside my full-time roles, I regularly create resources on customer experience strategy, team development, and support operations. My most recent ebook explores how service organizations can scale without compromising the human connection — a topic I care deeply about.

You can explore selected resources, including white papers and toolkits, at daniela-ostovic.com/resources.

I also maintain an active PFA (Freelance Consulting) registration in Romania [CAEN 7020 – Business & Management Consultancy], which enables me to contribute through both full-time leadership and strategic contract engagements. Whether it's building a long-term vision or executing high-impact support transformations, I'm flexible in how I deliver value.

Thank you for taking the time to explore this page. I put it together not only to express my interest in the Customer Support Director role at Bitdefender, but to give you a clear sense of how I think, lead, and deliver results.

I’d welcome the opportunity to discuss how I can contribute to Bitdefender’s continued growth by building a world-class support function that’s as trusted and dynamic as the technology you deliver.

You can reach me directly at contact@daniela-ostovic.com or connect with me on LinkedIn.

—Daniela Ostovic