🏆 Highlights of Expertise✅ Global Product Support Leadership✅ Technical Troubleshooting & Process Optimization✅ Team Building & Cross-Functional Collaboration✅ Change Management & Operational Excellence✅ Customer Retention & SatisfactionLeadership Impact: Directed a global team delivering exceptional customer support, enhancing loyalty and resolving complex technical issues.Operational Excellence: Designed scalable processes, optimized resources, and exceeded SLAs through data-driven decision-making.Collaboration: Partnered with leadership teams to implement innovative strategies and improve global product performance.⚙️DetailsDirected a globally diverse team of technical support agents and technical writers, delivering 24x7 enterprise-level support to ensure seamless customer experiences.Established the Stack Overflow support team and developed a comprehensive library of technical documentation, enabling faster issue resolution and improved knowledge sharing.Oversaw the scheduling and operations of the Stack Overflow for Teams Enterprise product, acting as a critical liaison between the Product Team and Product Marketing to align strategies and deliver results.Served as an administrator for key platforms, including Freshdesk, Intercom, Sales Demo Environments, and Jira, optimizing workflows and enhancing team efficiency.Reviewed and negotiated support SLAs during contract discussions to ensure alignment with customer expectations and business capabilities.Previous Roles at Stack Overflow:Manager, Technical ServicesCustomer Support Team Lead