Customer Support Portal & SLA Tracking Overhaul

The company’s existing customer support portal lacked SLA tracking, making it impossible to measure performance against contractual obligations. Customer service teams had no structured way to categorize issues, and there was no visibility into recurring problems or feature requests. This led to delays, inefficiencies, and compliance risks, as well as a lack of data for product teams to prioritize improvements.

Brought in to collaborate with the Head of Customer Support, I led the design and implementation of a new customer support portal - one that was both intuitive for customers and robust on the backend, enabling real-time SLA tracking, automated workflows, and structured issue categorization.

✅ Designed an intuitive customer-facing portal, making it easier for users to submit tickets and track their progress.

✅ Implemented SLA tracking within JIRA, ensuring response and resolution times were measured, monitored, and reported in line with contractual obligations.

✅ Developed a structured categorization system, allowing customer support teams to group feedback by product features, issue types, and recurring trends.

✅ Introduced JIRA automation rules to streamline issue management, automatically closing tickets with no response, escalating critical issues, and prioritizing urgent cases - allowing the team to focus on the tickets that mattered most.

✅ Enabled internal dashboards for reporting, giving teams data-driven insights to improve service performance and provide product teams with categorized customer feedback.

📊 Full SLA tracking enabled – Ensured compliance with customer contracts by monitoring response and resolution times.

🔄 60% reduction in response time – Automated tracking, escalation, and resolution improved customer experience.

🚀 30% faster ticket resolution – Optimized workflows and automation allowed issues to be addressed more efficiently.

🤖 Smart automation for ticket management – JIRA rules streamlined processes by closing stale tickets and prioritizing urgent issues, reducing noise and improving team efficiency.

💡 Structured product feedback insights – Categorized customer issues by feature, enabling data-driven product improvements.

🔍 Seamless collaboration between teams – Improved workflow between Customer Support, Product, and Technical teams, creating a more customer-centric support model.