Customer Experience & Support Executive • SaaS & Startup Operations Leader
Scaling Global Support Teams, Systems & Strategy for High-Growth Environments
- Built and scaled a 50+ member customer support team from the ground up, delivering 24/7 global service and reducing response time by 30%.
- Directed a $4.5M support operations budget and oversaw teams of 300+ agents across multiple regions.
- Partnered with cross-functional leaders in product, engineering, and finance to align CX strategy with organizational growth and innovation goals.
Proven Track Record in CX & Support Leadership
Driving service excellence, customer loyalty, and measurable success:
01
Customer Experience (CX) Strategy
02
Customer Support Operations
03
Voice of the Customer (VoC) Programs
04
Escalation Management & Root Cause Analysis
05
NPS & CSAT Improvement
06
SLA, AHT, and FCR Optimization
Industry Experience
Range that meets the room — from early-stage SaaS to global hospitality.
- 01SaaS (B2B & B2C)
- 02BPO & Contact Center Outsourcing
- 03Hospitality & Luxury Services
- 04Identity Verification & Cybersecurity
- 05Field Service Management
- 06Real Estate & AP Automation
Operational Transformation & Process Excellence
Building scalable systems and streamlined operations for efficiency:
- Change Management & Process Optimization
- Global Team Building (Onshore, Offshore, Hybrid)
- Vendor & BPO Management
- Scalable Onboarding & Leadership Development
- Budget Management & P&L Oversight
- Data-Driven Strategy & KPI Reporting
Technology Enablement & CX Tools
Using automation and digital solutions to modernize support:
- AI & Automation in Support
- CRM & CX Platforms: Salesforce, Zendesk, Pendo, Gainsight
- Knowledge Base & Self-Service Strategy
- Incident & Risk Management: OpsGenie, LogRocket
- Contact Center & Telephony Systems (Five9, Genesys, NICE, AWS Connect)
Payments, Finance, & Compliance Operations
Leading secure and efficient payment operations at scale:
- Digital Payments (ACH, Virtual Cards, Bank Transfers)
- Payment Program Implementation & Training
- Cross-Functional Alignment (Product, Finance, Compliance)
- Payment Workflows, Risk Controls, and Regulatory Compliance