Who is Ian Maclean? Overview
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Quick answer
Ian Maclean is listed as Manager of Customer Support at Kall8, based in New York City Metropolitan Area, United States. AeroLeads shows a matched LinkedIn profile for Ian Maclean.
Ian Maclean previously worked as Director of Customer Support at Room and Global Head Of Customer Care at Aircall. Ian Maclean holds Bachelor'S Degree, Computer Information Systems from Manhattan College.
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Kall8
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Profile bio
About Ian Maclean
With over 15 years of experience in technical support and customer service, I am a customer support leader who is passionate about delivering exceptional customer experiences and driving continuous improvement. I have led and developed global teams, implemented best practices and processes, and leveraged data and insights to optimize performance and satisfaction.Most recently, I was the Director of Customer Support at ROOM, where I managed the customer escalation process, rebuilt the support team, and aligned with cross-functional stakeholders to improve installation and service quality. Previously, I was the Global Head of Customer Care at Aircall, where I expanded the support coverage across languages and channels, built out the knowledge and training team, and oversaw the L1 KPIs and growth strategy. I have also held various technical support roles at Wall Street Systems, Datto, Zebra Technologies, and Motorola Solutions, where I gained extensive experience in supporting enterprise, partner, end user, and managed services customers across various industries and platforms.I am ITIL V3 Foundations certified and have completed Six Sigma Yellow Belt training and projects. I have also earned certifications in Management Skills for New Managers and Customer Service Foundations. I am proficient in various tools and systems, such as Salesforce Service Cloud, Zendesk, Jira, Tableau, PowerBI, and more. I am always eager to learn new skills and technologies to enhance my expertise and deliver value to my customers and stakeholders.
Listed skills include Technical Support, Management, Troubleshooting, Integration, and 43 others.
Current workplace
Ian Maclean's current company
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11 roles
Ian Maclean work experience
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Director Of Customer Support
- Developed customer escalation process to manage escalations effectively and timely- Rebuilt support team, implementing new tools and process- Cross-functional alignment with operations and product teams to improve first time install success rate and revisit turnaround time- Developed reporting and analysis with weekly scorecard and issue trends
Mar 2022 - Oct 2022
Global Head Of Customer Care
- Expanding global footprint to provide 24/5 support across calls, chats and tickets in 4 languages.- Built out the Knowledge and Training Team responsible for knowledge content, new product readiness, quality assurance and training of the support team- Responsible for the global L1 KPIs and growth strategy
Aug 2020 - Mar 2022
Manager Of Customer Care Na
Aircall is the phone system for modern business. An entirely cloud-based voice platform that integrates seamlessly with popular productivity and helpdesk tools that workplaces are already using, Aircall was built to make phone support as easy to manage as any other business workflow—accessible, transparent, and collaborative. Aircall believes that voice is the most powerful way to communicate with customers, prospects, candidates, and colleagues, and it is designed to take the headache out of what should be a delightful moment of human connection. Aircall was founded in 2014 and has raised over $100 million. Based in New York and Paris, the company has over 300 employees.
Sep 2019 - Jul 2020
Asp/Managed Services Team Lead
- Monitor and report on Service Level exceptions- Management of ITIL Service Management process including Incident, Problem, Change and Release- Responsible for coordination of client facing meetings and service reviews- Produce and deliver client monthly service reviews- Assist SSAE16 auditors to provide all requests for information- Act as project manager for new clients during implementation phase
Jul 2016 - Sep 2019
Technical Support Manager, Customer Experience
Datto is the leading provider of comprehensive data backup, recovery and business continuity solutions with over five million customers and 8,000 partners worldwide. With its Total Data Protection Platform business data is protected everywhere it resides, whether on premise, in virtualized environments, in the cloud, and software-as-a-service (SaaS) applications including Salesforce, Google Apps, and more. Datto stores over 180 petabytes of cloud data worldwide for businesses ranging from Fortune 500 enterprises to small businesses.* Manage a team of 12 supervisors who are responsible for their teams of Tier 1 and 2 tech support experts* Coach, mentor, and develop a team of new supervisors to ensure they have the skills and support needed to provide effective management for the technical support team* Manage a high-performing technical support team instilling a customer service culture that drives a high level of both employee and customer satisfaction* Establish and monitor KPIs for the team* Coordinate scheduling of multiple teams for 24/7/365 coverage* Forecast staffing needs for essential levels of coverage in order to maintain service levels* Daily management of all technical support calls and handle any escalated customer calls and provide a satisfactory resolution* Drive problem investigations and resolution as required interfacing with appropriate technical resources* Identify trends and develop strategies to support these trends to improve efficiency and provide an exceptional level of customer support* Proactively identify and implement opportunities to improve the customer experience
May 2015 - Apr 2016
Manager Technical Support
• Manage a team of 20+ Tier I/II technical support agents for Mobile Computing product line• Manage NALA Incident Manager and oversee the process• Developed Technical Lead positions to encourage, mentor and increase Tier I product knowledge and technical skills• Business lead for a customer portal and knowledge base for North America and Latin America, which automated several processes and eliminated work that had been done manually.• Core team member for project to improve support process by reducing case cycle time and backlog age• Provide global support for new product launch
Oct 2014 - May 2015
Manager Technical Support
• Manage a team of 20+ Tier I/II technical support agents for Mobile Computing product line• Manage NALA Incident Manager and oversee the process• Developed Technical Lead positions to encourage, mentor and increase Tier I product knowledge and technical skills• Business lead for a customer portal and knowledge base for North America and Latin America, which automated several processes and eliminated work that had been done manually.• Core team member for project to improve support process by reducing case cycle time and backlog age• Provide global support for new product launch
Oct 2013 - Oct 2014
Supervisor Technical Support Sr
• Managed a team of 20+ Tier I/ II technical support agents for Mobile Computing product line• Tracked and reviewed team metrics and ensure team goals are met or exceeded - Team goals determined by historical data and compared to benchmarking - Data delivered to senior management during quarterly ops review• Handled customer escalation issues for Mobile Computing devices• Developed and maintained processes to be followed by support agents• Business subject matter expert for transition of supply chain management tool• Business lead for integration of three separate acquisitions by Motorola Solutions• Hired and developed Tier II software application team for recent acquisition
Jan 2009 - Oct 2013
Technical Support Specialist Iii
Jan 2007 - Jan 2009
Technical Support Specialist Ii
Symbol Technologies
Mar 2005 - Jan 2007
1 education record
Ian Maclean education
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Manhattan College
FAQ
Frequently asked questions about Ian Maclean
Quick answers generated from the profile data available on this page.
What company does Ian Maclean work for?
Ian Maclean works for Kall8.
What is Ian Maclean's role at Kall8?
Ian Maclean is listed as Manager of Customer Support at Kall8.
Where is Ian Maclean based?
Ian Maclean is based in New York City Metropolitan Area, United States while working with Kall8.
What companies has Ian Maclean worked for?
Ian Maclean has worked for Kall8, Room, Aircall, Wall Street Systems, and Datto, Inc..
How can I contact Ian Maclean?
You can use AeroLeads to view verified contact signals for Ian Maclean at Kall8, including work email, phone, and LinkedIn data when available.
What schools did Ian Maclean attend?
Ian Maclean holds Bachelor'S Degree, Computer Information Systems from Manhattan College.
What skills is Ian Maclean known for?
Ian Maclean is listed with skills including Technical Support, Management, Troubleshooting, Integration, Process Improvement, Team Leadership, Call Centers, and Project Management.
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