My unique blend of technical expertise, leadership experience, and customer-centric approach sets me apart. I bring a rare combination of strategic vision and hands-on execution capabilities, allowing me to not only identify operational improvements but also implement them effectively. My track record of achieving 98%+ CSAT while significantly reducing response times demonstrates my ability to balance efficiency with exceptional service quality. Additionally, my background in software development gives me a technical edge when working with cross-functional teams to solve complex support challenges and create innovative solutions for customers.

Scaling support operations in high-growth environments requires a methodical approach that balances immediate needs with long-term sustainability. I start by establishing clear metrics and KPIs to measure success, then implement data-informed forecasting for resource planning. Process documentation and standardization are critical, as they enable consistent service delivery even during rapid expansion. I prioritize automation of repetitive tasks and self-service options to improve efficiency and reduce ticket volume. Throughout the scaling process, I maintain a strong focus on team development and knowledge management to ensure the organization can support growth without sacrificing quality. My experience scaling teams during accelerated ARR growth from $2M to $23M demonstrates my ability to execute this approach successfully.

Balancing operational efficiency with customer satisfaction is about finding the sweet spot where streamlined processes actually enhance the customer experience rather than detract from it. I approach this by first deeply understanding customer needs and pain points, then designing support workflows that address these efficiently. Automation plays a key role, but I’m careful to automate the right things—routine tasks that don’t benefit from human touch—while preserving personalized service where it matters most. Regular analysis of customer feedback and operational metrics helps identify opportunities for improvement. My track record of reducing response times by 96% while simultaneously increasing CSAT by 9% demonstrates my ability to achieve this balance effectively.

My approach to implementing support tools and technologies is methodical and user-focused. I begin with a clear assessment of business needs and objectives to ensure the technology serves a specific purpose. Before full implementation, I conduct thorough research and testing to validate that the solution addresses the identified needs. Change management is crucial, so I develop comprehensive training programs and documentation to support team adoption. I implement in phases when possible, gathering feedback and making adjustments along the way. Post-implementation, I measure success against predefined KPIs and continuously optimize the solution. This approach has proven successful in my implementations of Intercom, where I achieved significant reductions in ticket volume through thoughtful automation and workflow design.

Effective cross-functional collaboration requires strong communication skills, mutual respect, and a shared understanding of objectives. I approach this by first establishing clear goals and expectations for collaborative projects, ensuring all teams understand not just what we’re doing but why it matters for the customer. Regular, structured communication channels help maintain alignment, while documentation of decisions and action items creates accountability. I work to understand the priorities and constraints of each department, finding solutions that address collective needs rather than optimizing for a single team. Building relationships based on trust and demonstrating a willingness to understand different perspectives has been key to my success in driving cross-functional initiatives, such as when I collaborated with Dev Ops at Demostack to create tools that reduced troubleshooting time by 23% and improved the resolution time of escalated technical issues by 37%.