16 years of building scalable SaaS customer support.
I’ve spent over 16 years developing customer support departments for SaaS startups—from being the first Support hire to leading a unicorn acquisition by a Fortune 100 company. My journey is defined by transforming small teams into industry-leading, scalable support organizations.
Ready to explore new opportunities with your Customer Support?
2006: Establishing Customer Support in eCommerce SaaS.
I built the Customer Support function at a niche eCommerce SaaS startup, managing consigned items across multiple platforms. Key contributions include:
In-person onboarding: Delivered tailored onboarding sessions to ensure customer success.
Support expansion: Scaled support through chat, email, phone, forums, and video.
Strategic partnership with eBay: In 2011, served as Project Manager alongside eBay’s Program Manager to develop a consignment process for customers who preferred not to sell items themselves.
2016: Building Customer Support at a Media SaaS Unicorn.
As the 8th hire at a Media SaaS startup, I transformed customer support from the ground up:
- Rapid knowledge creation: Authored 120 support articles and hosted two webinars per week within three months.
- Process optimization: Implemented workflows that reduced support inquiries by 90%.
- Scaling the team: Grew the support team globally to include Dublin, Los Angeles, and Manila, ensuring 24/7 coverage.
- Sustained excellence: Maintained a 98% Customer Satisfaction rating for three consecutive years.
This startup’s success led to its acquisition by a Fortune 100 company, where I transitioned to Head of the Program Management Office, driving Support Operations at scale.
FAQs
What are your strengths in a Customer Support organization?
As a Project Manager, I excel at identifying gaps, scoping work, developing solutions, and delivering results through a structured change management process. I’m outcome-driven, metrics-focused, highly organized, and detail-oriented. I prioritize team success, accountability, and continuous improvement.
What is your leadership style?
My leadership style is visionary, transformational, and inclusive. I focus on developing my team by fostering efficiency, transparency, and collaboration. I empower individuals to grow in their careers while creating a shared sense of purpose and trust.
What is your management style?
I adopt a strategic-tactical, people-first approach. I balance long-term planning with executing efficiently in the present. My priority is ensuring my team’s growth, engagement, and morale while achieving business outcomes.
Tell me about a time where you made a significant impact.
Faced with a maxed-out Support team and no budget to expand, I identified the top customer pain points and created a decision tree that guided users to the right answers in three clicks or less. This proactive solution reduced incoming support volume by 40% within five months. Today’s AI chatbots use similar principles to drive even greater efficiency.