As a Creator Success Specialist, I played a crucial role in Stan's company mission by overseeing and managing our customer support operations. I was responsible for providing excellent, white glove service to our creators, identifying trends in creator pain-points and requests and relaying this back to our internal product team, and focusing on creating systems to scale our Support team!

During my time with Stan, I was able to successfully:

Acted as the main contact for escalated customer issues, demonstrating strong problem-solving skills and ensuring prompt resolution.

Achieved a 95% customer issue resolution rate within the designated timeframe.

Booked 1:1 Support and Success strategy calls with Creators to strategize their business goals and resolve technical support issues

Worked closely with product management and engineering teams to provide insights from customer feedback, leading to the implementation of product enhancements and bug fixes.

Facilitated effective communication channels between customer support and other departments, resulting in improved cross-functional collaboration.

Implemented a comprehensive tracking system to monitor key support metrics, enabling data-driven decision-making and performance evaluation.

Consistently achieved and exceeded KPI targets, including maintaining a 90% customer satisfaction score and exceeded closing 10,000+ tickets in 1 year.

Conducted in-depth analysis of customer support data, identifying pain points and trends to propose process improvements and enhance the customer experience.

Introduced a proactive customer engagement strategy based on data analysis, resulting in a 35% reduction in customer complaints.

Actively researched and kept abreast of industry trends and emerging technologies, ensuring the application of best practices in customer support operations.

Developed and implemented new tools and techniques to streamline support processes and improve customer satisfaction.

Cultivated a positive team culture through effective communication, recognition of achievements, and fostering a supportive and inclusive environment.

Organized regular team knowledge sharing sessions, enhancing collaboration and continuous learning among support agents.

Created and documented customer support policies and procedures, ensuring a standardized and efficient approach to handling customer inquiries. (check out our articles below)

Regularly reviewed and updated support guidelines to align with evolving customer needs and industry best practices.