Who is Carlo Duarte?

To understand Carlo Duarte, one must look at the unique cross-border life he has led. While he was born in San Diego, California, he has spent nearly his entire life living on the other side of the border in Tijuana, Mexico. This international upbringing defines his perspective and his professional journey.

Outside of his work life, Carlo is a dedicated family man. He has been married for 15 years and is the proud parent of two children, aged 14 and almost 9. There is a poetic symmetry to his time at Aira; his youngest child was born just two days after he started his job at the company in 2017. Because they arrived at the same time, Carlo often refers to Aira as one of his “babies” as well, noting that his children have literally grown up alongside the company.

Before joining the Aira team, Carlo built a formidable career in the call center industry. With nearly 20 years of experience under his belt, he has mastered almost every facet of the field. His resume includes stints in customer service, technical support, sales, and even the high-pressure world of collections. This extensive background gave him the “strength to talk to people” and the emotional intelligence required to handle the diverse needs of the community he serves today.

A Legacy of Service

Carlo is a true veteran of the organization, having been hired in February 2017. When he first started, the company looked very different. He began his tenure as a Visual Interpreter, providing real-time visual descriptions for users. He served in this capacity for about six months, gaining a deep, first-hand understanding of how the technology impacts the daily lives of the blind and low-vision community.

As the company evolved, a dedicated Customer Care team was formed to handle the growing needs of the user base. Carlo was among the first to transition into this new department. He was there at the ground floor, helping to establish the team alongside colleagues like Ian Trevino, and later, Stephany Rodriguez and Helena Argote.

Throughout his years at Aira, Carlo has witnessed massive shifts in technology—from the early days of specialized wearable devices to the current mobile app-based ecosystem. He describes the Aira team as being in a state of “constant evolution”. His role has required him to be incredibly agile, constantly learning new policies, adapting to new partners, and troubleshooting unexpected technical challenges. Whether it is a routine account update or a major system outage, Carlo is known for his “Plan A, Plan B, and Plan C” approach to problem-solving.

The Heart of the Role

While technical troubleshooting is a large part of the job, Carlo’s heart is in the human connection. When asked about his favorite part of working in Customer Care, he points to “first approaches”.

There is a specific magic in talking to someone who is calling Aira for the very first time, often having no idea what the service is or how it works. Carlo views these calls as an opportunity to make a vital first impression. He takes great pride in “polishing” these interactions, guiding new users through their initial confusion and into a state of empowerment.

He recalls many instances where people have cried with happiness when realizing the independence the technology provides. These moments resonate deeply with Carlo because he felt that same “love at first sight” when he initially discovered the product. He finds it incredibly fulfilling to facilitate that “lightbulb moment” for others, knowing that he is helping them navigate the world with more confidence.

Care Bears with Ice Cream

Within the office culture, the Customer Care team has affectionately earned the nickname “The Care Bears”. Carlo’s identity within this group has shifted over time. When he first took a personality test to determine his “inner bear,” he was labeled Grumpy Bear. The description fit: “hard on the outside, but soft on the inside”. However, a more recent retake of the test resulted in Sleepy Bear, leading Carlo to conclude that he is currently a “mix of grumpy slash sleepy”.

When it comes to the classic Aira ice cream question, Carlo prefers to keep things traditional. He describes himself as “simple and plain chocolate”. While he appreciates the reliability of a solid chocolate scoop, he isn’t afraid to add a bit of complexity when the situation calls for it. If he’s feeling particularly adventurous or “crazy,” he’ll opt for Rocky Road or something with a caramel flavor.

Regardless of the “flavor” of the day, Carlo’s commitment to the mission remains unshakable. After nearly a decade with the company, he remains as enthusiastic as he was on day one, hoping to continue serving the community for many more decades to come.