Mathew Dwyer Email & Phone Number

United States

As Customer Experience Manager at Humble Bundle, I wore multiple hats to drive customer satisfaction, compliance, and operational efficiency across teams. I collaborated closely with the product team to create and refine support policies, shaping much of our customer-facing messaging to keep users informed on site changes and major issues. Working across disciplines, I identified and proposed solutions for key challenges affecting the user experience and advocated for resolutions that served both the customer and Humble's mission.I also led efforts in enhancing scalability through AI solutions in Customer Support, ensuring timely, accurate responses to customer inquiries. Additionally, I served as Data Protection Officer, handling Data Subject Access Requests and advising on GDPR, CCPA, and other privacy regulations. My role extended to training external support teams in tools and policies, such as Zendesk and Stripe, to ensure seamless customer service during peak periods. I regularly reviewed potential vendors and partners to support Humble’s growth and adaptability within the dynamic e-commerce environment.

As the Customer Support Supervisor at Humble Bundle, I was responsible for the day-to-day success of our team in every aspect. This included creating and maintaining internal policies, meeting with cross-discipline groups to address Customer Support concerns or roadblocks, disseminating information to teams for edge-case and potential queue-driving issues, and working 1-on-1 with team members to ensure their personal growth and success. On top of this, I addressed customer concerns at the highest support level with empathy and compassion to ensure we provide leading customer support while maintaining Humble Bundle's core value of being a force for good.

Austin, Texas Area

At Trion, I worked to address customer questions and concerns regarding in-game, technical, and account support at an escalated level across six different MMORPGs. I strived to provide the highest quality customer support available in the MMO market and work with our producers and development team to ensure our team could stay on top of every issue as they developed. I was a team leader for more than ten other support agents, and I worked with them to improve our support further by developing 1-on-1 improvement plans and offering coaching or performance plans when necessary. Additionally, I was responsible for addressing social media and the forums to be a bridge for our community team and customer support members.

Odessa/Midland, Texas Area

At Michaels Arts and Crafts I provided quality customer service, and maintained both a frame shop and art department to the highest standards. Treating the frame shop as a personal business, my team of three framers and myself worked to achieve unprecedented growth within my first year as manager. This includes gaining many new clients, countless awards within our district (including top frame shop sales for 4 quarters), and training new employees for counter sales and high quality framing production.

Odessa/Midland, Texas Area

At Michaels I worked as a floor customer service representative. This included working as a cashier, and being a knowledge base on hundreds of products across the store. As a reliable employee I was the face of the company through my unmatched product knowledge, and exceptional customer service. This position was left to move into my management position.