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Katie Winchell

@katiewinchell

Technical Support Director and Customer Support leader delivering data-driven, AI-enabled, omni-channel customer experiences.

United States

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What I'm looking for

I'm looking for a leadership role where I can build and improve a support organization, partner closely with Product, Engineering, and Customer Success, and help solve complex customer and operational challenges. I enjoy understanding why problems happen, improving processes, and creating scalable solutions that make life easier for both customers and employees.

I've spent the past 10 years in SaaS customer support, growing from frontline technical support into leadership roles managing global support teams and support managers. Throughout my career, I've been motivated by understanding why problems happen, improving the way teams work together, and creating better experiences for both customers and employees.

I've led teams through organizational growth, mergers, and operational change while partnering closely with Product, Engineering, Customer Success, and Operations to solve complex customer challenges. Some of my proudest accomplishments include implementing AI-powered support solutions that reduced first response times from 1.2 days to under five minutes, reducing customer escalations by 70% through leadership coaching, cutting backlog by 59%, and building onboarding and knowledge management programs that helped new team members become productive much faster.

What I enjoy most is building trust across teams, developing people, and creating scalable processes that make support more efficient without losing sight of the customer experience. I believe the best support organizations don't just resolve tickets they identify root causes, provide meaningful customer insights, and help improve the product.

Experience

Work history, roles, and key accomplishments

Technical Support Director

Khoros

Mar 2024 - Aug 2025 (1 year 5 months)

Implemented an omnichannel support model and LLM-powered chatbot, cutting first response time from 1.2 days to under 5 minutes while reducing ticket volume 20% and increasing same-touch resolution from 8% to 13% (4.7 CSAT). Led escalation coaching and continuous improvement initiatives, reducing customer escalations 70% and backlog volume 59%.

Omni Channel Support Domo Executive Dashboards KPI Tracking Escalation Management Continuous Improvement

Senior Manager of Technical Support

Khoros

Feb 2021 - Feb 2024 (3 years)

Led a global Level 1–3 technical support organization (20 agents), building onboarding, runbooks, and escalation processes that reduced new-hire ramp from 6 months to 1 month. Improved operational efficiency and customer outcomes, including cutting support volume 30% with a self-service admin tool and reducing resolution time 45% via workflow changes, while reducing backlog 59%.

Support Leadership SLA Management Workflow Optimization

Manager of Technical Support

Khoros

Nov 2019 - Jan 2021 (1 year 2 months)

Managed a global team of 12 technical support agents (Levels 1–3), driving coaching, training, and process improvements that increased CSAT to 4.5 and improved SLA compliance to 98%. Built escalation and support workflows that reduced resolution time 37%, improved team productivity, and increased employee tenure by 50%.

Technical Support Management Coaching SLA Escalation Management Queue Management Support Tooling Workflows CSAT Incident Response Coordination

Support Team Lead

Khoros

Mar 2018 - Oct 2019 (1 year 7 months)

Oversaw global support operations and led team onboarding and documentation standardization across Level 1–3 to improve consistency and accelerate issue resolution. Coordinated daily/weekly operational reviews and led incident response during system outages with clear cross-functional communication to customers and internal stakeholders.

Support Operations Technical Documentation Onboarding Incident Response Coordination Process Standardization