Nikki C

I’m a results-driven contact center and customer service leader with 16+ years of experience managing global, 24/7 support operations in SaaS and edtech. I build and scale high-performing teams while improving SLA compliance, handle time, and CSAT through data-driven strategy and AI-powered automation.

As Director of Customer Service at SmarterServices, I lead strategic planning, workforce management, SLA compliance, and team development across on-site and remote groups. I oversee multi-channel operations (phone, live chat, email, and SMS), designed and deployed Intercom AI bot workflows to triage common issues, and leverage Claude and Claude Code to streamline documentation, draft agent macros, and optimize processes. I also develop KPI/OKR frameworks, lead executive escalations, and partner with product and engineering to surface Voice of the Customer insights that inform roadmap decisions.

I also serve as a Tier III Technical Support Specialist, working as the highest escalation tier for complex LMS integrations, proctoring systems, and API-related issues. I accelerate root cause analysis with AI tools like Claude, maintain troubleshooting playbooks and escalation procedures, and collaborate with development teams to log and follow up on bugs and feature requests—so customers get fast, consistent, high-quality outcomes.