Customer Support Manager
Summary
With over a decade of progressive leadership in customer support, I am a results-driven Customer Support Manager specializing in building and scaling high-performing teams across cybersecurity, IT services, and defense intelligence. My career is defined by a proven ability to lead hybrid and remote teams, implement 24/7 global support operations, and consistently elevate customer satisfaction in complex, mission-critical environments.
Currently, as Operations Manager at JDA TSG in Augusta, GA, I lead a 20-person team supporting a major tax software provider, driving operational excellence and customer satisfaction through strategic team development, rigorous performance management, and process optimization. Previously, as Service Desk Manager at Corsica Technologies, I restructured support operations to achieve a 98%+ CSAT and fostered a 40% increase in cross-functional collaboration.
At ZeroFox, I orchestrated the global expansion of the customer support team, delivering 24/7 coverage, reducing ticket processing times by 60%, and maintaining CSAT above 90% for two consecutive years. My tenure at LookingGlass Cyber Solutions included launching a 24/7 global support desk for 900+ customers, deploying support for a $15M government contract within 24 hours, and achieving 100% customer satisfaction.
I am highly skilled in leveraging CRM and ticketing systems (Salesforce, Zendesk, ConnectWise), ITSM frameworks (ITIL), and knowledge management tools (Confluence, Docebo, SharePoint) to optimize service delivery. My core strengths include team building, strategic planning, process improvement, data analysis, and fostering a customer-centric culture. I hold a Google Project Management Professional Certificate and an Associate of Science in Information Technology.
Expectations
Seeking a new opportunity to excel whether creating a fully new support structure or bringing my ten years and two scratch-built teams of experience to expand and improve on any existing infrastructure. You have the system, I can make the process better!
Employment Preferences
Spoken Languages
- English - Native
Expected Base Salary
**,000 USD
Academic Degree
Experience
Total Professional Experience
Startup Experience
Big-Tech Companies
Enterprise Experience
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