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Courtney Jones

@courtneyjones4

Customer success and operations professional with 6+ years supporting clients, solving issues, and improving experiences in remote environments.

United States

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What I'm looking for

I’m looking for a remote-first Customer Success, Client Success, or Implementation role where I can drive onboarding, customer adoption, retention, and long-term success through cross-functional collaboration, technical problem-solving, and delivering high-quality client outcomes.

I’ve spent the last 6+ years working remotely across customer support, technical troubleshooting, operations, and client-facing service environments. My work has centered around helping customers solve problems, navigating complex issues, coordinating across teams, and improving overall customer experience, whether supporting digital platforms, payroll systems, or operational workflows. Over time, I realized the work I enjoy most isn’t volume-based support. It’s understanding what customers are trying to accomplish, helping remove blockers, communicating clearly across teams, and creating better outcomes.

My background includes:
- Customer support & escalation management
- Technical troubleshooting & issue investigation
- Client communication & relationship building
- Customer onboarding support
- Cross-functional collaboration
- JIRA, ticketing systems, and documentation
- Remote operations & distributed teamwork

Currently exploring opportunities in:
- Customer Success
- Client Success
- Implementation
- Customer Operations
- SaaS support environments

Open to fully remote opportunities.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Modsquad Inc

Nov 2020 - Mar 2025 (4 years 4 months)

Managed customer issues through full resolution lifecycle across entertainment and gaming platforms, balancing satisfaction with operational requirements. Served as an escalation point for complex technical/account concerns, coordinated cross-functional resolution, and used JIRA-based documentation to improve repeat-issue prevention.

SaaS Support Customer Success Escalation Management Technical Troubleshooting Jira Documentation Cross Functional Collaboration Product Feedback Customer Onboarding

Operations Coordinator

Gears Mobile Mechanic

Jan 2020 - Mar 2020 (2 months)

Coordinated customer scheduling and service fulfillment to support efficient operational workflows. Managed customer communications across the service lifecycle and assisted with operational reporting, invoicing, and process documentation.

Operations Coordination Customer Communications Service Fulfillment Scheduling Process documentation Invoicing Customer Experience Operational Reporting Remote Collaboration CRM Systems

Payroll Solutions Specialist

ADP

Jun 2019 - Jan 2020 (7 months)

Supported a portfolio of business clients by consulting on payroll processes, resolving system and operational issues, and maintaining service continuity. Collaborated internally to address technical and compliance-related concerns, while supporting client onboarding and administrator enablement.

Payroll Operations Client Relationship Management Technical Troubleshooting Compliance Support Client Onboarding Customer Retention Documentation CRM Systems Training Enablement

Payroll Support Representative

ADP

Aug 2018 - Jun 2019 (10 months)

Provided consultative payroll support to business clients using payroll systems for troubleshooting and process guidance. Built client relationships, assisted with onboarding and training for new administrators, and documented recurring issues to improve internal processes and customer experience.

Payroll Systems Support Customer Relationship Management Troubleshooting Onboarding & Support Training Enablement Documentation Service Delivery

Customer Service Representative

IBEX Global

Sep 2017 - Jan 2018 (4 months)

Served as a dedicated customer service agent, handling sales and billing inquiries for Frontier Communications products and services with precision and expertise.
Demonstrated professionalism in addressing customer concerns, adeptly troubleshooting issues, and providing comprehensive answers with patience, tact, and efficiency.

Call Center Sales High Volume Communication

Sales Associate

Sprint

Aug 2016 - Sep 2017 (1 year 1 month)

Exceeded sales targets by developing strategic partnerships with local businesses and distributing targeted flyers in surrounding areas. Built exclusive lead pipelines and acquired 100+ new customers, driving significant business growth during the tenure.