Michael Clay Email & Phone Number

Vancouver, British Columbia, Canada

Invoice Simple is the world’s simplest way to invoice customers, from your phone or laptop. Our mission is to make it effortless for you to manage your finances and stay organized.

During the 4+ years I worked as a product manager, Thinkific grew from 65 employees to over 500. I managed several significant features, and dozens of smaller improvements, from inception through to production and iteration.

Managed the customer support team as it grew from 3 to 9 over 10 months. Onboarded and trained new hires. Became the technical support expert and the primary interface between product and support.

Answered customer support requests by phone & email to help creators build, market, and sell their online courses. 50 customer email replies and a half dozen of calls was the daily norm.

Front line technical support analyst helping customers by phone and email. Responsibilities grew to include becoming the dedicated resource for escalated issues and maintaining technical documentation for ecommerce implementations.

Richmond, Bc

• Provided Tier I customer support for Sage Simply Accounting and EFT Direct via telephone• Demonstrated excellent communication skills in both English and French• Troubleshooting of Windows installation issues and answered Simply Accounting questions• Received exemplary customer satisfaction scores• Surpassed individual sales targets

Vancouver, Bc

• Handled the day to day administration of loyalty programs for large international clients.• Worked with clients to develop business requirements to reflect changes in program design.• Performed Webex training session for clients to explain program changes and platform upgrades.• Built and executed test plans for program launches and updates.• Managed the customer care team for one of the largest wireless referral programs in the U.S.A.• Investigated and diagnosed technical issues escalated by the marketing managers of our clients.• Managed the process and execution of data exchange between our data center and those of our clients.

Montreal, Qc

• Carried out end-user support via phone and email for a computer security product. • Prepared and briefed companies (ISP’s) about new product issues and how they can improve technical support of our product. • Performed on-site teaching of technical support trainers. • Developed procedures and tools to improve support efficiency. • Trained new support specialists.