A Head of Customer Support for a SaaS company plays a vital strategic role that bridges customer success, product development, and financial growth. Unlike traditional support functions that focus solely on answering tickets, support leadership in SaaS directly drives business metrics like churn, customer lifetime value (LTV), and net revenue retention (NRR).
He is an experienced support operations leader with over 10 years of success managing B2B support teams, optimizing processes, and scaling SaaS operations. His background spans customer service leadership, cross-functional collaboration, and implementing tools like Freshdesk and Jira to improve client retention and drastically cut response times.
2016 - Present
Head of Support driving CSAT improvements; acts as a strategic bridge between operations, product, and the customer—turning frontline feedback and team coaching into streamlined workflows that elevate product quality, reduce user friction, and maximize customer retention.
Lead a team of 3 managing B2B support for 400+ clients across 5 SaaS products (Elevate, Conference 365, Event Center, NewsManager, Teleconferencing), driving CSAT improvements by reducing response times, increasing First Contact Resolution (FCR), and coaching soft skills and empathy.
Developed an easily searchable internal repository (internal Wiki) so support staff can instantly access accurate troubleshooting procedures and internal policies.
Train support agents to translate complex technical jargon into clear, reassuring, and user-friendly language, especially during high-friction interactions..
Voice of Customer (VoC) reporting to Product Managers and key Sales staff.
Created Dedicated Account/Escalation Pathways for high-priority client issues, resolving disputes that protect client relations and retention.
Partnered with the Training & Documentation Manager to maintain up-to-date knowledge base articles and video tutorials on the support portal, addressing knowledge gaps.
Reduced average first response time by 68% (from 30m to 9m) over two years while managing team reduction, leveraging Freshdesk automation and ticket routing.
Hired, onboarded, and scheduled 16 temporary staff in 2 months to support virtual conference operations during COVID-19 surge, ensuring uninterrupted client service delivery.
Earned Freshdesk certification and led implementation for 3 other Cadmium Support teams to use Freshdesk, configuring custom ticket routing, portal access, and knowledge base structure.
Managed End-of-Life for 2 SaaS Platforms
2009 - 2016
Established scalable operational foundations for a webcasting, online event planning, and education firm. Drove long-term client retention across hundreds of accounts and bridged technical execution with high-quality service delivery.
Served as founding Implementation Manager for Elevate LMS, establishing client onboarding workflows and support processes from the ground up.
Authored best practices documentation.
Led training efforts focused on LMS administration, content installation, and learning material development.
Served as a subject matter expert (SME), training individuals and groups on webinar technologies and creating presentations for a virtual audience.
Provided comprehensive LMS and webinar technical support for clients and end users.
Designed and administered CSAT surveys, serving as primary client contact for feedback collection and issue resolution.
Facilitated cross-departmental meetings using Monday.com to prioritize support resources and align project schedules with client needs.
Managed client relations for 630 B2B accounts, maintaining high retention through proactive communication and issue resolution.
Directed online event billing and contracting duties across the department swiftly and precisely.
Wrote and updated LMS and webinar manuals, best practices papers, and marketing articles for the company blog and social media platforms
Led SOP overhaul for department operations in 2013, standardizing workflows and improving process consistency across the support team.
Worked collaboratively with IT staff members to create a centrally located Wiki where institutional knowledge could reside and be accessed/edited by all; taught all departments how to use the page and keep it updated
2007 - 2009
Focused on immediate relationship building, thorough on-site needs assessment, persuasive in-home demonstrations, and overcoming objections on the spot to secure a signed contract during the initial visit.
Delivered structured, persuasive sales demonstrations in prospective clients' homes, tailored to their specific remodeling needs, and developed custom construction plans to meet those needs.
Addressed budget concerns, project alignment, and competitive comparisons in real time to instill confidence and prevent decision delays.
Identified potential customers at showcase events, open houses, home shows, and via web traffic, direct mailing campaigns, and canvassing initiatives.
Followed up with all undecided individuals and groups through intentional, persuasive phone calls, emails, and home visits.
Completed precise, compliant service contracts, scope-of-work documents, and payment details during visits to support smooth handoffs to installation teams.
Kept clients informed of the projected timelines and ensured their satisfaction by following up after each completed installation.
2005 - 2007
The Live Baltimore Home Center is a nonprofit hub that recruits and retains Baltimore City residents by promoting homeownership, connecting prospective buyers with local incentives and real estate resources, and driving neighborhood investment and population growth.
Acted as the first point of contact for the nonprofit marketing sector of Baltimore City Living.
Helped visitors discover housing emerging trends and tax incentives.
Responded to all pertinent questions about home buying and provided prospects with resources to take with them.
Facilitated lender and real estate contacts.
Accurately managed consumer survey data results for input into the client tracking database.
Crafted follow-up systems, including an email ticker with a needs assessment survey, to evaluate clients’ attitudes toward the company’s programs and services.
Produced and aided in the facilitation of a twice-yearly “Buying into Baltimore” event with over 4K attendees engaging in neighborhood tours, house showings, seminars, and vendor hall walk-throughs with real estate agents, home remodelers/inspectors, and mortgage lenders
Instructed realtor courses twice monthly, focused on selling homes in Baltimore.
Leveraged client tracking and email databases of Home Center visitor contacts and demographics to sell memberships to developers, rental management companies, real estate personnel, home remodelers/inspectors, and lenders.
1994 - 2004
Morning show Producer at Oldies 105.7 WQSR, B102.7, Mix 106.5. Talk show Producer at WXYV 105.7.
Produced an annual 36-hour Radiothon for the Johns Hopkins Children’s Hospital from 2001 through 2003.
Authored, recorded, and produced radio documentaries focused on the stories of doctors, medical experts, and patients that helped personify the hospital's backstory.
Reached the million-dollar donation mark for the first time in station history in 2002; increased to $1.1M in 2003.
Led the launch of a new station and a mid-day show, including staff hiring, audiovisual branding efforts, and marketing.
The show succeeded and was purchased by another company and relocated to Seattle.
Helped place eight Interns into their first industry jobs, with two now heading their own morning shows in major markets.
Combined a Bachelor of Arts degree with targeted professional certifications to drive continuous learning, adapt to evolving industry standards, and consistently deliver higher-value results.
Gained comprehensive knowledge in business management, finance, and operations while collaborating with a diverse cohort of professionals.
Support & Client Management: Freshdesk (Certified), Case Management, Chat Support, Client Relations, Customer Service, B2B Support, CSAT, Escalation Management
Team Leadership: Staff Management, Mentoring, Training & Development, Cross-Functional Teamwork, Performance Coaching
Process & Tools: Process Improvement, Project Management, Asana, Knowledge Base Development
Board Member, Lansdowne Arts on the Avenue Festival – 2018–Present
Plan and execute annual community art festival with 100+ artists/vendors, 50 volunteers, and 3,000+ attendees. [Oversee budget of $12.000 and coordinate with local government]
