Open to opportunities

Brad Thorpe

@bradthorpe

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Customer Success & Support Leader | SaaS, FinTech, SQL | Scaling Teams & Customer Operations

United States

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What I'm looking for

I’m looking for a company where I can lead customer support operations for a regulated SaaS product, drive KPI/SLA improvements, and use SQL-driven root-cause analysis to reduce repeat incidents and boost retention.

Customer Success and Support leader with 6+ years of experience scaling high-performing teams in SaaS and fintech environments. Combines operational leadership — including KPI design, SLA management, and cross-functional partnership — with hands-on technical depth in SQL-driven data analysis and root cause investigation. Track record of improving support efficiency, reducing repeat incidents, and driving measurable gains in customer retention and satisfaction. Equally effective as a team leader or senior individual contributor.

Experience

Work history, roles, and key accomplishments

Director of Customer Support

Teslar Software

Jun 2019 - Dec 2025 (6 years 6 months)

Built and scaled a customer support organization from the ground up and led support operations for a regulated SaaS platform serving banks nationwide. Designed KPIs and SLAs, used advanced SQL for root-cause analysis, reduced repeat incidents through systemic fixes, and strengthened escalation workflows through cross-functional collaboration.

Customer Support Operations Team Leadership SQL Root Cause Analysis Escalation Management Cross Functional Collaboration Process Improvement SaaS Support

Customer Advocate

American Fidelity

Jun 2017 - Jun 2019 (2 years)

Delivered high-volume customer support in a regulated insurance environment, resolving complex inquiries accurately and in compliance with IRS guidelines and policy requirements. Maintained strong quality and SLA performance while advising on disability, supplemental medical, FSA, HRA, and related benefit products.

Customer Support Regulated Insurance Support Compliance Policies SLA Management High Volume Case Resolution Quality Assurance Customer Experience (CX)Operational Compliance

Client Support Specialist

Paycom

May 2015 - May 2017 (2 years)

Supported and trained clients on Paycom's SaaS HRIS platform across payroll, HR, onboarding, benefits, and time tracking modules. Guided clients on federal and state tax compliance and ACA requirements, building strong relationships through proactive communication and deep platform knowledge.

Client Training Tax Compliance Benefits Administration Onboarding Time Tracking Client Communication