Hans-Philipp Hauser
Verified Expert in Support and Operations
Support & Operations Expert
Rio de Janeiro - State of Rio de Janeiro, Brazil
Toptal member since March 12, 2026
Shaped by experience in both finance and real estate, Hans-Philipp brings a sharp, international perspective to operations and customer support. Fluent in English, German, and French, he facilitates clear communication and effective problem-solving, helping clients and teams connect seamlessly. Hans-Philipp collaborates seamlessly with global companies.
Expertise
- Anti-money Laundering (AML)
- Customer Satisfaction
- Finance
- Google Drive
- Real Estate
- Social Media
- VIP Customers
- Website Management
Work Experience
Front Desk Agent
Homaris
- Managed high-volume customer support for an international short-term rental portfolio, resolving complex guest issues and maintaining high satisfaction across global clients.
- Coordinated communication between guests, property managers, and internal teams to ensure smooth operations and fast resolution of operational issues.
- Handled complex customer cases in English, German, and French, improving communication efficiency with international clients and partners.
- Resolved time-sensitive operational incidents, including booking issues, maintenance coordination, and guest complaints, ensuring uninterrupted guest experiences.
- Maintained accurate records and reports using digital tools and spreadsheets to support operational decision-making and service improvements.
- Handled complex escalation cases as part of supervisor duties, resolving sensitive guest issues and ensuring service recovery for high-value international clients.
B2B Agent
Bitpanda
- Reviewed and verified proof-of-funds documentation and user profiles to ensure compliance with EU KYC and AML regulatory requirements.
- Conducted detailed identity verification checks and risk assessments to prevent fraud and ensure regulatory compliance.
- Supported the approval process for verified accounts by analyzing financial documentation and identifying inconsistencies or compliance risks.
- Restricted user wallets temporarily when suspicious activity was detected, conducting behavioral reviews, and requesting additional documentation to ensure AML/KYC compliance.
- Investigated unusual account behavior and transaction patterns, coordinating additional verification steps to mitigate potential fraud risks.
- Conducted enhanced due diligence (EDD) by requesting and reviewing additional documentation for high-risk or suspicious accounts.
- Analyzed user behavior and transaction data to identify potential compliance risks and escalate high-risk cases to the compliance team.
- Reinstated restricted wallets after completing security reviews and confirming legitimate user activity, ensuring both compliance and customer trust.
Project History
Caser.blog | Brazilian Real Estate and Relocation Guide
Founded and developed a blog focused on real estate investment, relocation, and lifestyle in Brazil, targeting international investors interested in property opportunities.
Caser.blog is an independent project focused on real estate, relocation, and investment opportunities in Brazil. The platform aims to provide clear and practical information for international buyers and investors interested in the Brazilian property market, particularly in Rio de Janeiro and coastal regions.
I founded and manage the project, overseeing content creation, research, and the platform’s strategic direction. The blog covers topics such as property investment, legal aspects of buying real estate in Brazil, lifestyle insights, and relocation guidance for foreign residents.
Through this project, I developed experience in digital content creation, market research, and communicating complex real estate and regulatory topics to an international audience. The platform’s long-term goal is to serve as both an educational resource and a gateway for foreign investors exploring opportunities in Brazil.
Education
Technical Diploma in Real Estate Transaction Techniques
SENAC Brazil - Joao Pessoa, Brazil
Bachelor's Degree in Communications
University of Montreal - Montreal, Canada
Skills
Tools
WhatsApp Business, Google Meet, Microsoft Teams, Slack, Zendesk, Trello, WordPress, Real Estate CRM
Administrative Operations
Customer Service
Communication
Social Media
Customer Experience
VIP Customers
Customer Support
Communication
Productivity Suites
Google Drive
Travel Tools
Booking.com
Project Management Tools
Monday.com
Other
Airbnb, Customer Satisfaction, English, Recording, Website Management, Real Estate, Finance, Anti-money Laundering (AML), Real Estate Management, Apache, LikeMagic, Training Videos, Real Estate Broker, Real Estate Research, Market Research & Analysis, Content Writing, Digital Marketing, Community Growth, Content Creation, Investments, Narration
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