Customer & Technical Support ManagementElizabeth White
Customer & Technical Support Leadership (Full-Time or Interim)
🆘 Looking for someone to lead your support team and optimize customer experiences?
With 10+ years of experience building world-class support teams for organizations in Healthcare IT, the US Government, and Global Hospitality, I’ve:
Increased CSAT from 40% to 95% in just 60 days
Raised Customer Retention from 37% to 92% in 90 days
Won multi-million-dollar contracts through proven training methodologies and operational excellence
Improved Quarterly Revenue by 20% by training teams to upsell/cross-sell effectively
What I Provide
Expert leadership to streamline support processes, reduce escalations, and boost satisfaction
Ongoing coaching and mentorship, with a focus on DEI best practices to build a high-performing, inclusive team
Data-driven strategies that align your support function with business goals
Ready to revitalize your support team? Let’s discuss how I can help you achieve rapid, measurable results while fostering a supportive and inclusive culture.
What's included
Comprehensive Support Team Assessment & Restructuring
Holistic Workflow Analysis
Conduct a top-to-bottom review of support operations—including ticketing systems, escalation protocols, and training methods—to identify friction points and inefficiencies and Evaluate how existing processes align with DEI best practices (e.g., inclusive language, unbiased performance reviews, equitable opportunity for remote/in-person staff).
Restructuring Recommendations
Develop a roadmap to restructure roles and responsibilities (e.g., Tiers 1-3, specialized vs. generalist agents) for optimal coverage and team health.
Integrate DEI insights into recruitment, onboarding, and succession planning, ensuring underrepresented voices have a fair chance to excel.
Process Optimization & Reporting
Implement or refine key metrics (FCR, CSAT, NPS, etc.) to accurately measure success.
Propose new tools or automations—like AI-driven triage or advanced analytics dashboards—that can streamline the customer journey without compromising inclusivity or accessibility.
Ongoing Leadership, Coaching & DEI Integration
Team & Leadership Development
Serve as a hands-on manager or interim executive, guiding day-to-day support activities, running stand-ups, and setting performance targets.
Coach support leads and frontline agents on empathic communication, bias awareness, and conflict resolution, ensuring each team member has a pathway for growth.
Knowledge Sharing & Inclusive Culture Building
Create sustainable documentation and training programs (playbooks, DEI guidelines, SOPs) that keep everyone aligned on processes and values.
Develop channels for employee feedback and cross-team collaboration, fostering a culture where diverse perspectives are heard and translated into operational improvements.
Performance Management & Continuous Improvement
Establish ongoing check-ins, performance reviews, and recognition programs that celebrate individual and collective achievements.
Utilize real-time data to adjust strategies, quickly address bottlenecks, and continue elevating customer satisfaction while maintaining an inclusive, high-trust environment.
FAQs
I have over 10 years of experience supporting and leading teams in Healthcare IT, government contracting, global hospitality, and various tech-driven environments. I focus on customer-centric solutions that can be adapted to virtually any industry seeking to enhance their support operations.
Many of my clients begin to see measurable improvements (e.g., a 10–20% lift in CSAT) within the first 30 to 60 days, depending on the scope of work and size of the team. Significant, sustained growth—like my track record of increasing CSAT from 40% to 95%—is typically achieved within 3 to 6 months.
As an interim manager, I’ll quickly step in to stabilize and optimize your current support processes. This might include short-term projects such as backlog reduction, process re-engineering, and team training. As a full-time leader, I provide a more holistic approach—working on strategic initiatives, long-term team development, and future roadmap planning.
DEI is woven into every aspect of my management style, from inclusive recruitment and onboarding to bias-free performance reviews and open communication policies. I ensure that every team member feels valued and heard, which directly impacts engagement, productivity, and customer satisfaction. I do this because I am a Human-Centric data driven leader.
Absolutely. I have hands-on experience managing both functional and highly technical escalations. I’ll coordinate closely with engineering/product teams, ensuring that complex issues are resolved swiftly and that internal documentation is updated to prevent recurring incidents.
I’m well-versed in Salesforce, Zendesk, Intercom, Jira, and other CRM/helpdesk platforms. I adapt quickly to new tools and can recommend or implement best-fit solutions if you’re looking to upgrade your current systems.
Common metrics include First Response Time (FRT), Average Resolution Time, Net Promoter Score (NPS), Employee Engagement, and Retention Rates. I also track quality and consistency of responses, agent escalation rates, and any upsell/cross-sell conversions if they’re part of your strategy.
I use a forecasting model based on ticket volume, response times, and product roadmap changes to anticipate staffing needs. I also cross-train team members to handle multiple support tiers or specialized scenarios, ensuring resilience and flexibility as your user base expands.
Absolutely. My service includes end-to-end process design, documentation, and training programs. I work closely with your team to ensure knowledge is fully retained and that any new processes seamlessly integrate with daily workflows.
I’m happy to engage on project-based terms as well. Whether you need short-term leadership to support a product launch or strategic guidance during an internal overhaul, we can structure a plan that fits your needs and timeline.
Contact for pricing
Tags
Intercom
Zendesk
Zoho
Community Manager
Customer Success Manager
Operations Lead
Service provided by
Elizabeth White Seattle, USA
- 1
- Followers
Customer & Technical Support ManagementElizabeth White
Contact for pricing
Tags
Intercom
Zendesk
Zoho
Community Manager
Customer Success Manager
Operations Lead
Customer & Technical Support Leadership (Full-Time or Interim)
🆘 Looking for someone to lead your support team and optimize customer experiences?
With 10+ years of experience building world-class support teams for organizations in Healthcare IT, the US Government, and Global Hospitality, I’ve:
Increased CSAT from 40% to 95% in just 60 days
Raised Customer Retention from 37% to 92% in 90 days
Won multi-million-dollar contracts through proven training methodologies and operational excellence
Improved Quarterly Revenue by 20% by training teams to upsell/cross-sell effectively
What I Provide
Expert leadership to streamline support processes, reduce escalations, and boost satisfaction
Ongoing coaching and mentorship, with a focus on DEI best practices to build a high-performing, inclusive team
Data-driven strategies that align your support function with business goals
Ready to revitalize your support team? Let’s discuss how I can help you achieve rapid, measurable results while fostering a supportive and inclusive culture.
What's included
Comprehensive Support Team Assessment & Restructuring
Holistic Workflow Analysis
Conduct a top-to-bottom review of support operations—including ticketing systems, escalation protocols, and training methods—to identify friction points and inefficiencies and Evaluate how existing processes align with DEI best practices (e.g., inclusive language, unbiased performance reviews, equitable opportunity for remote/in-person staff).
Restructuring Recommendations
Develop a roadmap to restructure roles and responsibilities (e.g., Tiers 1-3, specialized vs. generalist agents) for optimal coverage and team health.
Integrate DEI insights into recruitment, onboarding, and succession planning, ensuring underrepresented voices have a fair chance to excel.
Process Optimization & Reporting
Implement or refine key metrics (FCR, CSAT, NPS, etc.) to accurately measure success.
Propose new tools or automations—like AI-driven triage or advanced analytics dashboards—that can streamline the customer journey without compromising inclusivity or accessibility.
Ongoing Leadership, Coaching & DEI Integration
Team & Leadership Development
Serve as a hands-on manager or interim executive, guiding day-to-day support activities, running stand-ups, and setting performance targets.
Coach support leads and frontline agents on empathic communication, bias awareness, and conflict resolution, ensuring each team member has a pathway for growth.
Knowledge Sharing & Inclusive Culture Building
Create sustainable documentation and training programs (playbooks, DEI guidelines, SOPs) that keep everyone aligned on processes and values.
Develop channels for employee feedback and cross-team collaboration, fostering a culture where diverse perspectives are heard and translated into operational improvements.
Performance Management & Continuous Improvement
Establish ongoing check-ins, performance reviews, and recognition programs that celebrate individual and collective achievements.
Utilize real-time data to adjust strategies, quickly address bottlenecks, and continue elevating customer satisfaction while maintaining an inclusive, high-trust environment.
FAQs
I have over 10 years of experience supporting and leading teams in Healthcare IT, government contracting, global hospitality, and various tech-driven environments. I focus on customer-centric solutions that can be adapted to virtually any industry seeking to enhance their support operations.
Many of my clients begin to see measurable improvements (e.g., a 10–20% lift in CSAT) within the first 30 to 60 days, depending on the scope of work and size of the team. Significant, sustained growth—like my track record of increasing CSAT from 40% to 95%—is typically achieved within 3 to 6 months.
As an interim manager, I’ll quickly step in to stabilize and optimize your current support processes. This might include short-term projects such as backlog reduction, process re-engineering, and team training. As a full-time leader, I provide a more holistic approach—working on strategic initiatives, long-term team development, and future roadmap planning.
DEI is woven into every aspect of my management style, from inclusive recruitment and onboarding to bias-free performance reviews and open communication policies. I ensure that every team member feels valued and heard, which directly impacts engagement, productivity, and customer satisfaction. I do this because I am a Human-Centric data driven leader.
Absolutely. I have hands-on experience managing both functional and highly technical escalations. I’ll coordinate closely with engineering/product teams, ensuring that complex issues are resolved swiftly and that internal documentation is updated to prevent recurring incidents.
I’m well-versed in Salesforce, Zendesk, Intercom, Jira, and other CRM/helpdesk platforms. I adapt quickly to new tools and can recommend or implement best-fit solutions if you’re looking to upgrade your current systems.
Common metrics include First Response Time (FRT), Average Resolution Time, Net Promoter Score (NPS), Employee Engagement, and Retention Rates. I also track quality and consistency of responses, agent escalation rates, and any upsell/cross-sell conversions if they’re part of your strategy.
I use a forecasting model based on ticket volume, response times, and product roadmap changes to anticipate staffing needs. I also cross-train team members to handle multiple support tiers or specialized scenarios, ensuring resilience and flexibility as your user base expands.
Absolutely. My service includes end-to-end process design, documentation, and training programs. I work closely with your team to ensure knowledge is fully retained and that any new processes seamlessly integrate with daily workflows.
I’m happy to engage on project-based terms as well. Whether you need short-term leadership to support a product launch or strategic guidance during an internal overhaul, we can structure a plan that fits your needs and timeline.
Contact for pricing