At G2, I lead a 15-person support function across multiple time zones, with Team Leads reporting in. I own APAC support operations, SLA and KPI governance, escalations, and team development.
I used Claude AI to categorise and route cases, reducing triage time from two days to under 30 seconds. I also designed an AI-powered prioritisation framework and built an AI QA agent to support consistent quality reviews and coaching.
By combining case categorisation, automated routing, and self-service enablement, I reduced avoidable inbound cases by 30–35% without adding headcount. I also managed 350+ priority escalations involving more than $19M in enterprise ARR, resolving 66% in partnership with Customer Success leadership.
At Sense HQ, I built a technical support team of 10+ members from scratch and introduced Zendesk bots, timezone-aware SLAs, an incident status page, and an upgraded knowledge base. I also owned SLA and KPI strategy and improved SLA compliance to 95%.
