Jessica cunningham

I’m a customer operations and customer experience professional with 15+ years improving customer journeys, solving complex support challenges, and building scalable operational processes across healthcare technology and retail environments. I’m known for pairing empathy with technical troubleshooting and process improvement to strengthen both customer experiences and internal operations.

As Client Care Supervisor at Eargo / LXE Hearing, I led a remote customer care team across multiple support channels and served as the highest-level U.S.-based insurance support leader. I maintained 93% CSAT with 90%+ QA performance, built KPI dashboards for operational decision-making, and redesigned the Intercom workflow—reducing effort by ~40% and increasing completion ~30%.

I’ve also been instrumental in support transitions and team capability-building, including training 2 supervisors and onboarding ~30 specialists during international operations changes. Earlier, I was the first dedicated specialist for the original Eargo HiFi mobile application and developed troubleshooting frameworks adopted across support teams.