David Nelms

I’m a Customer Support Team Lead with 3+ years of experience delivering high-quality service in SaaS environments. I guide customers through onboarding and account setup, helping them understand platform workflows and achieve fast, successful adoption.

In my role, I act as a primary point of contact across phone, chat, and email, handling high-volume customer interactions while maintaining strong communication, organization, and customer satisfaction. I troubleshoot account, system, and workflow-related issues to ensure timely resolution and minimize disruption.

I also coordinate with Tier 2/3 teams and external providers to resolve complex technical issues and keep onboarding momentum. I maintain accurate CRM documentation in Zendesk, identify recurring issues to improve workflows and support processes, and coach team members to strengthen service quality.