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I had the privilege of leading & coaching a growing team of Customer Support and Technical Support professionals every day. I functioned as the department head in this role from Day 1, reporting directly to the CEO.- Managed the daily operations, performance, and meetings for the Customer Support department. - Handled technical and emotional customer escalations for the team & coached them through those interactions.- Recruited, hired, and onboarded 7 new Customer Support team members to scale the department. - Grew the team from "all hands on deck" approach to structured tiers of generalists and specialists.- Planned the future direction of Customer Support as a department, and set annual and quarterly goals for the department and the company alongside the other department heads.- Coached and mentored team members and built a strong culture of teamwork, ownership, and leadership through regular 1:1s, offsite events, and regular book studies.

Provided technical product support for thousands of customers via email and live chat. Mastered technical troubleshooting for our SaaS app across a range of different platforms and operating systems. Handled complex customer and technical conversation escalations for the Customer Support team. Coordinated daily work schedules and priorities for the Customer Support team. Created and maintained public Support site articles and internal knowledge base content. Researched, planned, and implemented a department-wide volunteer scheduling system for covering holiday shifts.Trained and mentored new hires on the Customer Support team. Interfaced with Dev/Prod team to escalate bugs and feature requests.

Managed event logistics and operations for the executive office, including support staff, retail and exhibit spaces, and volunteers. Coordinated an average of 60 events annually at different stages of development, keeping detailed records and reports. Managed retail spaces, ordering, POS systems, and sales staff at events, producing over $500,000 in sales annually. Produced marketing content, including writing video scripts, social media copy, and event photography. Led and trained hundreds of teams of new volunteers, creating positive team environments and camaraderie. Streamlined event procedures by developing and writing new training processes and materials. Negotiated agreeable arrangements with new internal and external customers, and generated contracts.