Open to opportunities

Mallorie Morse

@malloriemorse

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Product and support leader driving customer success, product operations, and cross-functional impact.

United States

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What I'm looking for

I seek a product or support leadership role where I can use customer insights, data, and cross-functional collaboration to improve product adoption, CX, and team performance.

I am a results-driven support and product leader with 7+ years of experience in SaaS, B2B, and B2C environments, known for translating customer insights and product data into scalable product and operational improvements.

I have driven measurable improvements in CSAT, NPS, ticket resolution time, and adoption by building high-performing teams, designing repeatable processes, and partnering cross-functionally with Product, UX, and Engineering to inform roadmap decisions and validate releases.

I own internal and external product documentation, train stakeholders, and serve as a flexible operational resource—combining data analysis, QA testing, and customer-facing enablement to improve user experience and drive retention.

Experience

Work history, roles, and key accomplishments

Product Lead

Pear Deck Learning

Jan 2023 - Dec 2025 (2 years 11 months)

Served as highest escalation for support, maintaining 98% CSAT, and used customer and product data to influence roadmap decisions across multiple quarterly planning cycles while improving core workflows and accessibility.

Product Operations Customer Support Leadership QA Testing Data Analysis Documentation Stakeholder Management Cross Functional Collaboration Jira Zendesk

Support Team Lead

Pear Deck Learning

Apr 2021 - Jan 2023 (1 year 9 months)

Trained and coached frontline support staff, reducing ticket resolution time by 37% and increasing CSAT by 15% through improved workflows and dashboards that informed team priorities.

Team Leadership Process Design Zendesk Dashboarding Reporting Onboarding Customer Success

Help Desk Specialist

Pear Deck Learning

Oct 2019 - Apr 2021 (1 year 6 months)

Resolved customer inquiries via email, chat, and phone with a 98% CSAT average and authored knowledge base and process documents to reduce ticket volume and improve escalation quality.

Customer Support Knowledge Base Writing Ticketing Zendesk Bug Reporting SQL Customer Onboarding

Account Manager

VIDA Select

Sep 2018 - Oct 2019 (1 year 1 month)

Managed a book of 30–50 clients delivering highly personalized matchmaking services, coordinating a cross-functional team of 8 to produce tailored client outcomes on tight timelines.

Client Management CRM Relationship Building Project Management Data Integrity

Operations Analyst

Freedom United

Sep 2017 - Sep 2018 (1 year)

Produced and edited digital collateral and maintained WordPress while researching and documenting qualitative and quantitative data to support advocacy on modern slavery and managing core financial operations.

Content Creation WordPress Financial Operations Stakeholder Engagement Documentation Adobe Creative Suite