Looking for a job

Kevin User

@kevinuser35

Message

I lead high-volume customer support teams and build scalable self-service resources.

United States

Message

What I'm looking for

I'm looking to lead high-volume support operations, develop teams, build scalable self-service resources, and partner closely with Product and Engineering to improve customer experience.

At Sleeper, I lead a seven-person customer support team for Free-to-Play products, managing daily operations, scheduling, coaching, hiring, and customer experience.

I've hired six team members, built and maintained most of Sleeper's Help Center, and authored 150+ support articles. During seasonal peaks, I oversee roughly 1,000 tickets per day and personally resolve 300+ conversations on high-volume days.

I partner with Product and Engineering to escalate bugs, share user feedback, and prioritize issues by customer impact. My background also includes real-time digital content operations at MLB and digital asset archive work at the NHL.

Experience

Work history, roles, and key accomplishments

Current

Youth Sports Lead Coach

Current

Amazing Athletes

Jan 2024 - Present (2 years 8 months)

Lead sports programs for children ages 2–11 while assisting with staff training and development, coaching instructors to successfully lead programs independently.

Coaching Training Team Management

Current

Customer Support Manager

Current

Sleeper

Jan 2019 - Present (7 years 8 months)

Lead a 7-person customer support team for Sleeper's Free-to-Play products, overseeing daily operations, performance, scheduling, coaching, and customer experience. Manage hiring, onboarding, training, 1:1s, and performance reviews; interviewed and hired 6 team members and led their ongoing development.

Customer Support Team Management Hiring Training Onboarding Coaching Intercom Retool Notion Slack Canva

Site Coordinator / Highlight Editor

Major League Baseball (MLB)

Jan 2014 - Dec 2018 (4 years 11 months)

Supported real-time digital content operations across MLB.com and all 30 team websites, organizing and prioritizing video content during live games. Wrote and edited headlines, captions, and promotional copy while exercising editorial judgment to surface timely, accurate, and relevant highlights.

Content Operations Video Editing Editorial Judgment Copywriting

Coordinator, Digital Asset Archive

National Hockey League (NHL)

Jan 2015 - Dec 2016 (1 year 11 months)

Managed digital media transfers with external vendors and maintained assets and metadata within the NHL's Digital Asset Management (DAM) system. Supported the digitization and preservation of historical NHL media assets in preparation for the league's Centennial celebration.

Digital Asset Management Metadata Management Vendor Management Workflow Improvement