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365Job get User

@365jobgetuser

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I lead scalable SaaS and healthcare customer support operations that improve retention, CSAT, and self-service.

United States

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What I'm looking for

I'm looking to lead or strengthen customer support operations where I can improve CSAT, retention, scalable workflows, self-service, and cross-functional customer outcomes.

At Leadr, I led B2B customer support operations, maintained 96% CSAT, managed escalations, and introduced AI-powered support workflows to scale self-service.

I've supported healthcare and SaaS customers across chat, email, and calls, handling sensitive PHI with HIPAA compliance while building SOPs, knowledge bases, and stronger support processes.

Experience

Work history, roles, and key accomplishments

Customer Support Team Lead

Leadr

Jun 2024 - Jun 2025 (1 year)

Led customer support operations, managed ticket queues, and maintained a 96% CSAT score. Mentored junior staff and implemented AI-powered support solutions.

Customer Support Representative

Sana Benefits

Jul 2022 - May 2024 (1 year 10 months)

Delivered omnichannel customer support in a high-volume healthcare environment, resolving benefits, claims, and billing inquiries. Maintained a 93%+ CSAT score and managed sensitive PHI in compliance with HIPAA.

Zendesk Jira HIPAA compliance Omni Channel Support Issue Resolution Customer Support Escalation Management Process Improvement Cross Functional Collaboration

Office Manager

ADHD Treatment Center

Jan 2019 - Jul 2022 (3 years 6 months)

Managed front-office operations and patient experience in a behavioral health clinic, overseeing scheduling, intake, and customer service. Maintained PHI for over 650 patients and trained staff on HIPAA compliance.