Why we created smartQueue
smartQueue's origin story
Our founder, Carlos Fierro, didn't learn about customer experience in a boardroom or business school. He learned it as a rep with a headset on, drowning in the noise of 14 open tabs and a queue that never hit zero. He moved into management, and the view wasn't any better. He watched his best people — the ones with the most knowledge and the most heart — burn out because they were being used like robots on an assembly line. He was hiring problem-solvers and forcing them to spend 40 hours a week answering, "how do I reset my password" and "Where is my order?"
Carlos realized that the industry was broken. Every "solution" on the market was built to keep customers away from people. No one was building tools to make the agent’s job easier and the company's customers happier.
So, along with co-founder Fernando Quezada, he bootstrapped smartQueue. No VC pressure to prioritize "deflection" over "connection". Just a former rep and manager with programming know-how building the tool he wished he’d had, working with an expert in security and compliance to make sure the solution was safe for customers and companies. They created a tool that was easy to implement, immediately helpful, and trustworthy - a tool that would not be a wall between customers and companies, but a something that would help build bridges between them.
The team grew through the end of 2025, adding fiancial, business and administrative expertise to a strong foundation for success and growth.
Together, we've worked hard to make sure that smartQueue isn’t a wall; it’s a force multiplier. We aren't trying to replace people, we want to empower them. smartQueue scrubs the data, summarizes the mess, and kills the drudgery of repetitive answers and "wrap-up" notes. It gives custoemr service agents their dignity back by turning what they've become - "Ticket Processors" - back into what they signed up to be - knowledge workers.
We believe the best support isn't a bot. It’s a human who finally has the breathing room to be human.
- Team smartQueue
Our people
the team behind smartQueue
Carlos Fierro
Founder and technical architect behind smartQueue. His work centers on building enterprise-grade AI systems that prioritize safety, consistency, and measurable impact. With experience in automation, NLP, and large-scale support environments, he designs platforms that help companies reduce operational load while maintaining control. At smartQueue, he leads product vision and technical execution, transforming complex AI capabilities into s tructured, dependable solutions for modern customer support teams.
Fernando Quezada
Co-Founder, CTO & CISO of smartQueue, leading engineering, architecture, and security strategy. With experience at Scotiabank, PwC, and Deloitte, he builds scalable AI infrastructure and oversees integrations and cloud deployments. His focus is on delivering secure, compliant automation that organizations can confidently scale.
Daniil Plotnitskii
Specialized in strategic financial planning for high-growth tech ventures. Daniil oversees smartQueue’s financial operations with a focus on cost-efficiency and transparent scaling. Leveraging a data-driven approach, he ensures the company’s resources are perfectly aligned with its mission to revolutionize customer support through AI.
Nathan Christenson
An experienced business professional, Nathan has spent his career helping companies, products, services and brands grow - from Fortune 500 organizations to bootstrapped startups, in a variety of industries. Whether creating new brands, improving communications, structuring complex transactions, executing data-driven digital campaigns, or building operational capability, Nathan blends financial rigor, marketing agility, and operational experience to build things that last.
Sokuntheary Than
A dedicated administrator with extensive experience in strategic planning, operations management, and organizational governance, she has been serving as General Manager at M.A.R.I Real Estate Co., Ltd. in Phnom Penh, where she optimizes company operations, implements strategic growth initiatives, and leads cross-functional teams in a competitive market environment. Her experience in client relationship management, stakeholder engagement, and operational efficiency enable her to foster organizational stability while simultaneously driving innovation and high performance.