Open to opportunities

Douglas J Price

@douglasjprice

Message

I lead trust-and-safety customer support teams, protecting users with QA, SLAs, and escalation expertise.

Zimbabwe

Message

What I'm looking for

I’m looking to lead trust & safety-focused support work—owning QA/QC, SLAs, and escalation investigations—while partnering with product and engineering to improve processes, protect users, and strengthen community trust with disciplined, remote-friendly execution.

I’m a customer support and trust & safety professional with 8+ years of experience across fintech, affiliate marketing, and e-commerce platforms. As a Customer Support Team Lead, I lead and coach a 15-person team, enforce SLAs/KPIs and quality/safety benchmarks, and build QA/QC frameworks that sustain strong performance (95% team QA score and 98% CSAT) while driving a 30% reduction in escalations.

I bring a detail-oriented, detective-style approach to root-cause investigations, suspicious pattern spotting, and compliance gaps—then translate findings into SOP improvements and cross-functional workflow changes. Previously, I delivered advanced support across email, chat, and phone for global clients (97%+ quality scores and 99% CSAT across 15,000+ resolved tickets), performed compliance audits, and partnered with product and engineering to surface bugs and improve platform safety and user experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Team Lead

Current

Rakuten Advertising at TTec

Aug 2024 - Present (1 year 11 months)

Led and managed a team of 15 support agents, monitoring ticket queues and inbox correspondence to enforce SLAs, KPIs, and quality/safety benchmarks. Built QA/QC frameworks, coached agents based on audits, and supported onboarding/audits for new financial-services clients, sustaining a 95% QA score, 98% CSAT, and a 30% reduction in escalations.

Team Leadership Performance Management Quality Assurance Quality Control Escalation Management Coaching Cross Functional Collaboration Root Cause Analysis

Technical Support Specialist

Rakuten Advertising at TTec

Aug 2019 - Jul 2024 (4 years 11 months)

Provided advanced technical support across email, chat, and phone for global clients by prioritizing high-volume queues and resolving complex issues independently. Conducted compliance audits, created documentation/trackers for self-service, surfaced bugs to product/engineering, and achieved 97%+ quality scores, 99% CSAT, and 15,000+ resolved tickets.

Customer Support Technical Troubleshooting Inbox Queue Prioritisation Root Cause Analysis Documentation & Trackers Quality Assurance

Customer Support Agent - Website QA

Mettrr at TTec

Jun 2018 - Jul 2019 (1 year 1 month)

Provided first-line support for a website-building platform, helping users through technical issues with clear written communication. Conducted quality analysis on team interactions, coached peers on resolution techniques, and collaborated with developers to escalate and resolve technical issues while minimizing customer disruption.

Customer Support Technical Support Quality Assurance Communications Coaching Cross Functional Collaboration Escalation Management

Customer Support Agent (E-commerce)

eBay India at TTec

Sep 2017 - Jun 2018 (9 months)

Resolved customer inquiries across email, chat, and phone related to orders, returns, and seller account management. Maintained high satisfaction and quick resolution times while handling e-commerce support requests.

Customer Support Returns