Katie Klinzing

I am an experienced Head of Support with a proven track record in the fintech, retail, hardware, and consumer goods industries. I excel at corralling chaos, untangling complexity, and turning it into a seamless experience for both internal and external customers. Throughout my career, I have worked with technologies such as Zendesk, JIRA, Notion, Trello, Slack, ServiceNow, Looker, Salesforce, Canva, Confluence, Miro, and Asana.

In my previous role as Head of Support at Check, I led and structured the Ops team to support Check partners and their companies and employees. I improved first contact resolution by optimizing ticket routing and clarifying SOPs. I also collaborated with Analytics to enhance Zendesk reporting, resulting in improved SLAs and data quality. Additionally, I implemented a Workforce Management strategy and process to improve SLAs, forecasting, and capacity planning. I engaged with key partners to understand their service requirements and gather feedback.

Prior to my last role, I served as the Director of Merchant Engineering Operations and Chief of Staff to the CTO at PayPal. In this role, I focused on building sustainable hiring practices, improving teammate development and engagement, and breaking down internal silos. I made significant contributions to the candidate experience and lifecycle, improved the talent and performance management framework, and organized company-wide initiatives to improve customer sentiment. I also have experience as the Director of Support at Braintree, where I successfully navigated multiple business reorganizations and built scalable infrastructure for future growth. I managed support, account management, workforce management, data and analytics, implementation, and compliance teams. My work was focused on teammate growth and development through building career paths and related programming and well as reducing cost-per-contact and overall count of customer contacts by conceptualizing and implementing data-driven support strategies.