Appointed to oversee a team of support managers, leads, and agents. Manage all department budgeting, forecasting, goal-setting, and KPI tracking. Partner with product team to incorporate customer feedback, and with leadership team to ensure department’s alignment with broader corporate strategy. • Led transition from a fulltime in-house team to a remote team located nationwide. Updated various tools and systems to facilitate a period of rapid organization growth and change. • Introduced a white label offering to provide customer support as a service to partners. Transformed support team from a cost center into a revenue-generating unit. • Actively coached and developed personnel, resulting in promotions for 25% of staff members. Established support team’s reputation as a key pipeline for entry-level talent taking positions throughout company. • Built several multi-channel (phone, email, chat, and text) support systems from the ground up.• Developed QA team and process to ensure top-caliber service.

Gathered customer feedback, analyzed pain points, and tested support channels to enhance the team's overall service quality and cost-effectiveness. Implemented A/B testing based on retention analytics to develop new support workflows aimed at maximizing customer retention and driving additional revenue.