Reporting to the Director of Customer Success, I'm a leader of the Technical Support Specialist team, and my primary job is creating an environment for the support team in which they can do their best work and not be distracted or delayed by problems with tooling, processes, or logistics.

Reported directly to the Director of Customer Success and Operations. My main responsibilities in the role were the following:Hire, enable, coach, and develop a team of high performing Leadpages Technical Support Specialists to align with individual, team, and company goals.Strong leadership presence, communication (verbal, written, presentation) and facilitation skills with experience engaging and partnering at all levels internally and with key external stakeholders.Promote the team’s personal development and recommend training to develop relevant knowledge and skills.Assist in the development and creation of new customer initiativesOversee all aspects of team projects; assign responsibilities, set deadlines, manage accountability, and summarize progress of OKRs and projectsDevelop cross-departmental relationships to ensure awareness of any and all upcoming changes that Technical Support would need training / enablement onAssist in designing, developing, and implementing processes, systems and technology to support and enhance the technical support function, including workflow and incident managementIdentify QA issues and proactively coach members of the TSS team as well as work to develop and implement action plans, seeing them through from start to finishPerform other duties as assigned and as it pertains to continuing and ensuring the team provides high-quality work and never wavers on our standards of expectations for our customers

Providing technical customer support via email tickets and live chat.

I support our customers, employees and partners by:• Providing customer support via Zendesk tickets, direct email, one-on-one telephone calls, conference calls with customers.• Taking ownership of technical issues by determining scope and impact, and thoroughly outlining reproducible steps before escalating to development via JIRA• Team collaboration with fellow customer facing support engineers (Tier 1and 2) to develop solutions for long standing customer issues andoperational efficiency.• Communicated via JIRA and Slack with developers in Copenhagenregarding bug triage, fix verification and reproduction steps• Assisting with implementation and deployment of more complex customersetups and configurations.• Assisting with training for new level 1 support engineers• Optimizing processes and automation within Zendesk for customer support teams• Analyzing customer and support case data to provide insights to upper management• Creating custom metrics and reports for one off data and information requests across sales and customer success teams.

*Demonstrated experience in providing exceptional leadership and customer support in a fast paced environment* Provided training and coaching for over 25 new technical support specialists and team leads.*Viewed as a strong resource in the department in assisting others in getting the job accomplished.* Worked collaboratively with other team leads to develop and execute support department internal and external procedures, policies and workflow in an ever changing environment.* Analyze key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements. * Supported and managed between 6 and 15 team members as their direct report. * Provided technical and account level support for Leadpages customers via email, phone and chat.* Creating and updating customer facing and internal documentation and tutorials via Zendesk knowledge base and Confluence.*Monitor, manage and take action on customers’ scheduled and demand service requests ensuring service level agreements are consistently met* Escalating any software issues to developers for further investigation.*Implementing and maintaining Zendesk configuration and automation needs for internal support teams as well as product teams.* Providing analytics and reporting on support team performance and customer analysis to director level individuals.* Assist Level 1 and Level 2 employees with questions, provide guidance and take escalation calls.* Performed over 50 first and second technical interviews for customer service specialists over 2.5 years at Leadpages.* With other team leads, executed and documented roughly 20-40 customer escalations a day. * With other team leads, provided customer follow up on support quality reviews from customers daily. * Developed procedure and performed support quality reviews (QA) on customer interactions on a weekly basis for over a year and half.

* Provided technical and account level support for Leadpages customers via email, phone and chat.*Viewed as a great customer service representative by customers* Escalating any software issues to developers for further investigation* Managing Zendesk setup needs for Leadpages support* Analyzing ticket and customer data in regards to the support desk and creating reports for delivery to management.

Provide phone and email support for customers Utilize Voice over IP and email ticketing software to track and respond to customer needs Document and organize reported platform issues for escalation to developers Problem solve issues with team members to coordinate consistent responses to customers

Community Representative for STAR WARS™:The Old Republic™ Pre and post launch of the game. Post launch duties were primarily maintaining the constructiveness and communication from the members of the community by enforcing the rules of conduct. Worked directly on launch day gathering and escalating any minute by minute issues and concerns regarding launch. Assisted in keeping newer members up to date with latest policy changes and offering assistance with moderating the community effectively and appropriately.Collected and communicated questions, concerns and feedback from the community regarding the game on a daily basis to upper community management.

• Worked daily on moderating and communicating with the community• Escalated any developing in game and community issues directly to developers and customer service• Worked with the rest of the community team to tackle and address emergency issue communication• Assisted in collecting data for and feedback on post launch community outreach and growth

Community Representative for STAR WARS™:The Old Republic™• Worked daily moderating and communicating with the community• Addressed feedback and issues as well as worked with community members via email for support issues• Created daily reports of information and data from testers and community feedback• Collected submissions and reviewed posts for community “Fan Fridays”• Gave feedback and assisted in developing community moderation policies • Assisted in training new moderators• Assisted in moderation and collecting data from testing feedback in forums.

• Promote a fun and community-centric environment on message boards.• Enforcement of the official website Rules and Guidelines.• Managed other members of the forum team with community-related tasks.• Assisted in design of new forum site and software implementation• Designed forum layout and organization• Write monthly article on the state of the forums community for the front page of Destructoid.com• Run a developer community blog for the forums at Destructoid.com• Implemented a “badge” system to recognize community accomplishments

• Assisted production and design of four flash game projects to be deployed to major web portals.• Coordinate, track, and manage activities associated with the game development lifecycle including project plan, game design, milestone submission, consumer testing, and QA. • Guided external game developers on game design including game level and balancing, multiplayer game design, online leader board structure and player ranking formulas. • Conducted multiple internal and external play tests, working with Producer to collect data and incorporate key learning’s into game design and development milestones.• Assisted in collecting and managing digital and physical creative assets for use in flash game development. Managed digital asset archive • Assisted in community management as a Game Master, published news and content for the website, investigated violations of the code of conduct/EULA, reported bugs and exploits, and executed daily in-game events, including tournaments of 40+ teams • Participated and prepared materials for weekly management updates to President and the rest of the executive team

• Worked closely with marketing/PR and production to create a plan for rolling out game content (screens, articles, contests, q&a’s) across websites, forums, and fan-sites.• Created content and wrote news articles for official website publication• Maintained relationships with tier 1 fan-sites including day-to-day communication and distribution of exclusive news and content.• Supported focus group testing through data collection, game event organization, and creation of How-To and FAQ guides.• Supported copywriting and localization of in-game and website content from Korean Developer• Conducted ongoing research and competitive analysis to monitor betas and releases in the MMO marketplace

• Built and managed a team of 8 Testers 2 QA analysts and 2 QA Leads• Responsible for Brew/Java mobile testing suites and procedures including the creation of a testing system to optimize procedures for constantly changing Java mobile standards• Worked across departments including application developers, Disney production staff, and carriers to communicate & establish Quality Assurance standards and practices; keeping standards current with constantly changing mobile hardware and software.• Achieved Self Certification with Qualcomm which requires the following: 98% passing rate over the course of 200 submissions. Most recent 25 submissions with 100% pass rate. • Tested applications across 7 languages and as many as 15 different handset configurations • Released high profile titles including: Pirates of the Caribbean, National Treasure Puzzle Quest, Hitchhikers Guide to the Galaxy, Kingdom Hearts 3D, Trivial Pursuit, Narnia 3D, Narnia RPG and Narnia Chess.