Hi there, so glad you dropped by!
I am not your average Customer Support Manager.
On top of regular Customer Support Manager expectations, you will find that this geek enjoys a host of other -beneficial- interests. Such as working closely with the engineering team, bubbling up customer feedback to the product team, and finding other ways to ensure our customers have an outstanding experience.
EXPERIENCE
Springboard Benefits, Remote, GA
Director of Project Management | Customer Support, Aug 2021 – Oct 2022
Pigeonhole Software, Remote, AU
Customer Success Expert, July 2021 – Aug 2022
First Class Flyer, Remote, CA
Customer Support Manager, Oct 2017 – Aug 2022
Genius Education, Remote, NY
Academic Account Manager, Sep 2020 – Aug 2021
ClassDojo, Remote, CA
Tier 2 Customer Support Agent, Jul 2015 – Sep 2018
The FLEX Company, Remote, CA
Customer Support, Mar 2017 – Jan 2018
Natural Earth Laboratory, Remote, BC
Social Media Manager & Customer Service Rep., Apr 2015 – Oct 2015
SKILLS / EXPERTISE
- Acting as the Voice of the Customer. Representing the customer in cross-departmental meetings to ensure the customer is considered in business decisions. Partnering closely with Product and Engineering teams to help shape our product direction on behalf of customers.
- Develop relationships across the entire Customer Experience organization and the Sales, Customer Success, Product, and Engineering departments to advocate for the best customer experience possible. Working to design, implement, and test new designs to improve the customer experience.
- Building out the processes, crafting the roles, and cultivating a culture that is primed to scale and adapt to growing needs.
- Establishing and monitoring the flow of critical information across all levels and functions of the Customer Experience team, setting priorities based on the vision and stated objectives of the leadership team.
- Fostering strong technical practices, guiding teams to innovate, and helping evolve processes providing both high customer satisfaction and scalability.
- Working with the Dev team, to help support and shield them. Digging into issues in the backend to locate the source. Then passing it on to the Dev team to implement the fix.
- Analyzing and synthesizing data from multiple sources to understand customer support case drivers and the underlying causes. Proactively addressing these issues, and set our team up for success.
- Utilizing Full Story to proactively find pain points or areas of confusion so we could proactively improve the user experience.
- A wide array of experience over the past decade in the Customer Support arena, from email, chat, and phone support. Experience with Zendesk, Intercom, Slack, Asana, Atlassian, Zoom, Skype, Trello, MS office, MailChimp, Active Campaign, and more.
- Assisted with community engagement and asked people to reach out to us at the HelpDesk so we could be of more personal assistance. Cross platforms included: iOS app reviews, Android app reviews, Facebook Ads, company-specific Facebook groups, Twitter, and more.
- Over the years I have communicated with thousands of people through my work. I love being able to brighten someone else’s day.
- Attentive to detail and the ability to multitask and prioritize responsibilities. Comfortable navigating ambiguity and working in a startup environment.
- Experience working at startups, SaaS, consumer product companies, and Edutech companies.
- I am able to stay positive, flexible, and solution-oriented through difficult situations.
- Technical experience including WordPress, basic HTML, SQL, and more. Typing speed 70 WPM.
Be sure to check out the 10 Reasons Why You Should Hire Me