At Zoom, I owned the support technology stack through the company’s growth from 10M to 300M+ users. I implemented, migrated, and operated platforms including Zendesk, ServiceNow, and Gainsight.
I built a digital support ecosystem spanning chatbot, community, and knowledge base that reached 90%+ self-service, measured as sessions resolved without a ticket over all contact attempts. I also co-designed and launched Zoom’s tiered paid support model.
As Senior Manager, Customer Experience Technologies, I led a US-based team of up to 15 with EMEA coverage and owned the enterprise CX technology roadmap. I rolled out GenAI automation and self-service across the support stack.
At Jolli, I built a TypeScript site generator with web and CLI workflows, deployed customer-facing sites to Vercel, and moved into UI, UX, and workflow design. I also built SupportLoop, a multi-tenant AI customer-support platform, using an AI-native development workflow.
