megan mckune

I’m a Customer Support Lead with 7+ years of experience in high-growth SaaS, most recently supporting healthcare and legaltech customers. I specialize in building and scaling support operations, optimizing workflows, and improving customer experience through data and automation.

In my current role, I lead support operations for enterprise and mid-market customers, with a focus on scalable systems and a consistently elevated customer experience. I managed day-to-day support operations, escalations, and workflow coordination for technical issues in a complex Laboratory Information Management System (LIMS) platform.

I built and scaled support processes including SLAs, SOPs, and escalation frameworks as the team grew. I also designed and implemented workflow automations and routing logic (primarily in HelpScout) to improve efficiency and response times, while managing support escalations and bug tracking in Jira and maintaining knowledge base content in Confluence.

I’m driven by customer advocacy and VoC insights—analyzing ticket trends and recurring issues to inform continuous improvement initiatives and leadership reporting. Earlier, I led onboarding and implementations for 20+ SaaS customers as a Customer Success Manager, and I previously owned complex technical escalations involving integrations, JSON, and system configuration—building documentation, training resources, and process improvements throughout.