Customer Support

• Build, develop, and inspire a team that consistently delivers exceptional service and drives measurable improvement across key metrics (CSAT, FRT, ART, backlog, deflection rate, ticket volume by tier, etc.).
• Ensure satisfaction, and support issue resolution particularly for complex or strategic accounts.
• Establish clear baselines, monitor trends, and lead initiatives that improve responsiveness, quality, and efficiency across all support tiers.
• Drive a shift towards self-service support, implementing strategies that empower customers to find answers quickly while maintaining a premium support experience.
• Build progression frameworks, coach future leaders, and create a culture of growth and accountability within the Support team.
• Translate customer feedback into actionable insights that drive improvements across the wider business.
• Maintain efficient staffing and resource models that support growth and align to customer needs.
• Work closely with Quality, Product, and Revenue teams to highlight customer insights, influence product decisions, and uncover new commercial opportunities.
• Lead the adoption and optimization of support tooling, ensuring it’s used effectively across the team. Partner with internal stakeholders to identify, test, and roll out new tools and technologies that elevate both customer and agent experience.

Director, Customer Support

Associate Customer Support Rep, Vet

Customer Support Representative

White Label Customer Service Specialist, II

Customer Service Specialist, I