Austin Kish Email & Phone Number

Scotts Valley, Ca, Us

Leading a diverse, multilingual team, I champion customer support and community management, providing top-tier service across multiple social media platforms and managing an active online community with annual traffic of 12 million visitors.- Lead a global team handling over 10,000 customer contacts per month via social media channels including Facebook, Twitter, Instagram, YouTube, and Reddit- Consistently meet all Service Level Agreements (SLAs) through strategic team and vendor agent team management- Foster user engagement and facilitate robust interactions in an online community, driving consistent growth and visitor engagement- Initiated and currently oversee an "Expert" group within our community, regularly hosting virtual events and engagement sessions to enhance user experiences- Spearheaded the successful implementation of our Khoros instance, transitioning our forums into a vibrant online community and streamlining our support processes- Utilize data-driven strategies to manage business objectives and continuously enhance customer experiences, directly contributing to product improvements- Actively assist with customer feature requests, leading to significant product enhancements and a reduction in product deflects post-launch- Drive the strategy for both community and social customer support, integrating these functions to provide a comprehensive customer support experienceStarting as a single contributor and growing into my current role as Senior Manager, my journey showcases my unwavering commitment to superior customer support. In my role, I blend leadership, customer service, community management, and product management to improve customer experiences and align with overarching business goals.

San Francisco Bay Area

San Francisco Bay Area

Support Engineer for both consumers and internet service providers/WISPs. Support responsibilities include:- Technical support escalation for consumers and WISPs- Work alongside WISPs and software/hardware engineers to identify and debug and resolve issues.- Perform trials and manage beta testing groups for new products and platforms before public release; working with engineers to resolve problems.- Troubleshoot point-to-point and point-to-multipoint long-distance RF technology, wireless access point, IP camera, and home automation technologies.- Assist with special projects, network topology planning, and deployment designs.- Knowledge management with support team.- Experience reporting, managing, and collaborating via JIRA, Zendesk, Lithium Communities, SproutSocial, HootSuite, Magento, Netsuite, Office, and G Suite.- Event planning and execution for community meetup in Las Vegas three years in a row.Community Manager for Lithium-based comprehensive product forum and company's official social media accounts. Responsibilities include:- Knowledge Base redesign; article authoring- Blog for product updates and announcements; Community updates and announcements.- Source and write social media content. Respond and track social media content and customer engagement.Social media highlights as social manager:- Grew Facebook followers from 92K to 588K (539% increase) in <24 months through responsive customer engagement and ad campaigns. - Grew Twitter followers from 6K to 80K (1233% increase) in <24 months through customer engagement, curated content, and ad campaigns.- Grew followers on third-party industry community from 10K to 160K (1500% increase) in <12 months creating fun follow contests.- Established Instagram presence organically to 10K followers in 4 months.By increasing both social and community audiences, the brand established an organic reach in excess of 2M across all social and community channels.

Santa Cruz, Ca

Bloomington, In / Santa Cruz, Ca

Extensive experience in consumer-end wireless.