Mount Juliet, Tennessee, United States
I’ve spent the past 20 years working in customer service and support, starting on the front lines, getting yelled at while maintaining a smile, and eventually leading teams and building support departments from the ground up. Over time, I’ve noticed a pattern. Many companies focus heavily on product, sales, and marketing, but customer support structure often gets pushed aside until problems start piling up. In my experience, the way a company supports its customers is one of the biggest drivers of trust and long-term retention. Today I’m a Creator Support Team Lead at vidIQ, where I lead creator support operations across chat and email. I manage an international team, handle complex escalations, and design systems that help support teams respond faster and more consistently. Much of my work focuses on helping teams navigate difficult customer situations while building processes that make support more scalable as companies grow. Earlier in my career, I built the Member Experience department at Belle, a healthcare startup serving Medicare Advantage members, partnering with organizations like Humana and Blue Cross Blue Shield to maintain high member satisfaction and compliance. I’ve worked with tools like Intercom, Amplitude, Salesforce, Zendesk, Shopify, Stripe, Basecamp, Slack, and G-Suite, and I’m especially interested in the operational side of customer experience, the systems that keep support running smoothly. I occasionally share lessons here on LinkedIn from my experience building and managing customer support teams. Always happy to connect with people building thoughtful, customer-focused businesses.
Manage a growing client database, ensuring retention and long-term success across platforms. Develop and implement scalable systems including QA programs, SOPs, and workflows to support departmental growth. Oversee customer success initiatives, driving engagement, satisfaction, and renewals. Collaborate with cross-functional teams to refine client experience and streamline support processes. Utilize tools such as Basecamp, Zendesk, Salesforce, Slack, Stripe, and other CRMs to optimize client support and account management. Apply sales acumen to build strong client relationships, ensuring adoption and loyalty to the program.
Supported e-commerce and merchandise fulfillment clients with customer service and CX operations. Designed QA processes, scripts, and SOPs to standardize communications and improve client workflows. Managed support for Shopify storefronts, enhancing customer satisfaction and efficiency. Tools & Skills: Shopify, CX writing, script development, copywriting.