Open to opportunities

Joshua Segovia

@joshuasegovia

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Customer experience leader improving artist and customer satisfaction through data-driven support and team leadership.

United States

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What I'm looking for

I seek a customer-focused role where I can lead support or onboarding, improve KPIs with data-driven processes, mentor teams, and scale customer satisfaction.

I am a customer experience leader with extensive background in onboarding, support operations, and team management, primarily within creative and e-commerce environments. At Threadless I led a four-person team, built onboarding campaigns in Intercom, maintained an Artist Shop FAQ knowledge base, and drove KPIs that supported a 96% satisfaction rate in Help Scout.

My experience spans hands-on customer support roles—assisting 75–150 customers daily with consistently high customer happiness—and operational tasks like SAP order entry and auditing with a 95% accuracy rate. I also founded and ran a creative production company, writing, producing, and directing content that earned independent recognition.

I bring a mix of technical tooling (Intercom, Help Scout, SAP), content creation, and process design to roles that value measurable improvements in customer satisfaction, scalable onboarding, and clear cross-team communication.

Experience

Work history, roles, and key accomplishments

Current

Artist Shop Relationship Lead

Current

Threadless.com

Feb 2021 - Present (5 years 4 months)

Led a four-person team for Artist Shop onboarding and support, maintained FAQ and product demos, and managed hiring processes while achieving 96% satisfaction resolving artist and customer issues.

Intercom Help Scout Team Leadership KPI Tracking Customer Support Onboarding Interviewing

Customer Experience Lead

Threadless.com

Mar 2018 - Feb 2021 (2 years 11 months)

Designed workflows and standardized responses for internal and external communications to streamline support operations and improve consistency across teams.

Workflow Design Knowledge Base SOPs Customer Support Process Improvement

Help Team Member

Threadless.com

Aug 2014 - Mar 2018 (3 years 7 months)

Assisted 75–100 customers daily and maintained a 94% customer happiness rating through timely support and issue resolution.

Customer Support Ticketing Systems Customer Satisfaction Troubleshooting Communication Time Management

Owner / Producer

Claymore Productions

Sep 2007 - Jul 2016 (8 years 10 months)

Wrote, produced, and directed online media projects, winning NYTVF 2014 Independent Pilot Best Actor and managing end-to-end production tasks.

Writing Production Video Production Creative Leadership Project Management

Customer Account Representative

James Hardie Building Products

Jul 2012 - Aug 2014 (2 years 1 month)

Managed inside sales for the North GA market, coordinated with dealers and distributors on large-volume quotes, and maintained 95% SAP order entry accuracy.

Inside Sales SAP Order Management Quoting Email And Phone Sales