technical business manager for hire
Customer Support Manager - Snagajob
April 2012 - June 2014
In April of 2012, fresh off of the temporary project role to reduce a large backlog of product issues, I moved to the Customer Support Manager role to start up a team that didn't exist prior to this time. It encompassed both the Tier 1 and Tier 2 levels of support. We also identified, implemented, and adopted a new Helpdesk Software to manage our customer tickets called Zendesk. As the customer base grew, so did our ticket volume increasing almost 200% in the two years I was in the role. It was challenging to scale this quickly but we did it succesfully without having to grow our team significantly to handle the volume and instead focused on improving the processes to handle the volume.
Below are some of the main responsibilities during this time:
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Tasked with and implemented a dedicated support to handle over 6,000 customer tickets per month
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Managed and coached a team of 8 direct reports on both the Tier 1 and Tier 2 support teams
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Performed as a Tier 2 engineer when needed utilizing SQL, Splunk and RESTful APIs
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Liaison between the Services and Support Department to the Product and Engineering departments
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Aligned with Project Management, Implementations, and Account Management to achieve customer success
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Regularly performed in the black on an over $600K departmental budget
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Retrieved data and compiled regularly for data analysis and trending for support needs
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Started and currently lead a quarterly regional user group for Zendesk, a cloud based help desk software product