Open to opportunities

Daniel Horn

@danielhorn

Message

I lead SaaS support operations, automating customer workflows and improving retention.

United Kingdom

Message

What I'm looking for

I'm looking to lead support operations where I can combine people leadership, AI automation, CRM integrations, and data-led process improvement to improve customer outcomes, self-service, retention, and team performance.

At Act!, I lead a senior customer support team of five and build automations that reduce queue work while improving customer outcomes. My call-to-case automation has processed 6,000+ Sales and Support calls, saving 200 hours a month.

I've built a data-led at-risk account framework that reduced dissatisfaction and churn among support-interacted accounts by 1.5%, while maintaining 90%+ CSAT. I partner with Enterprise Account Management, Product, Engineering, and Support to turn customer evidence into deployment strategies, product fixes, and durable technical solutions.

Earlier at Act!, I managed shift operations for 30 people, held AHT below 18 minutes, contributed to a 95%+ answer rate, and owned cloud service delivery against a 99.9% uptime target across AWS.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Manager

Current

Act! (formerly Swiftpage)

Jul 2023 - Present (3 years 2 months)

Leads a senior customer support team of 5, driving service excellence and consistent 90%+ CSAT. Delivered a call-to-case automation processing 6,000+ calls and saving 200 hours monthly, and built a data-led framework reducing dissatisfaction and churn by 1.5%.