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Patrick Hagerty

@patrickhagerty

People‑centric Customer Support executive with 20+ years leading and transforming SaaS and enterprise software support organizations. I build high‑per

United States

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What I'm looking for

I am seeking Director/VP-level Customer Support or Customer Experience roles in organizations that value AI-enabled support, customer trust, scalable operations, and strong people leadership. I thrive partnering across Product, Development, Services, and Support to lead teams, shape strategy, and improve resolution speed, incident reduction, support economics, and customer experience now.

I’m a dynamic, results-driven Executive-Level Customer Support leader with 20+ years across support operations, technology management, and infrastructure development. I’m known for turning service delivery into measurable customer outcomes—raising CSAT and meeting SLAs through AI-driven workflows, knowledge management, and analytics.

In my recent Director role, I implemented a category-based routing model using SME and AI-assisted recommendations to accelerate triage and improve issue-to-expert alignment. I’ve led 20-person Software Support and 4-person Tech Support teams, and I manage the annual budget for a 20+ person support organization.

I lead AI enablement in Customer Support—deploying Active Case Trending, Case Summarization, Recommendations, Auto Knowledge Creation, and Predictive Intelligence to accelerate resolution and improve service quality. By analyzing customer support metrics, I increased CSAT by 20% and strengthened customer relationships through Pro Support and Key Account/Enterprise support coverage.

Earlier, I closed multi-year process gaps by redesigning escalations and routing to reduce handoffs and create a more consistent customer experience. I modernized support policies, best practices, and knowledge base content (reducing repeat issues), improved visibility with KPI-based reporting, and increased ticket response rates by launching SLAs and optimizing workflows—all while mentoring and coaching teams through continuous improvement and change management.

Experience

Work history, roles, and key accomplishments

Director, Customer Support

Epicor Software

Feb 2025 - May 2026 (1 year 3 months)

Implemented AI-assisted category routing and support enablement capabilities (Active Case Trending, Case Summarization, Recommendations, Auto Knowledge Creation, Predictive Intelligence) to accelerate resolution and improve service quality. Led support teams, managed a 20+ person support budget, and increased CSAT by 20%.

Category Based Routing Triage Customer Support Operations Recommendations Automated Knowledge Creation CSAT SLA Management KPI Management Budget Management Team Leadership Knowledge Management

Senior Manager, Customer Support

Epicor Software

Jul 2022 - Feb 2025 (2 years 7 months)

Redesigned escalations and routing to close a multi-year process gap, reducing handoffs and improving issue consistency. Established KPIs and modernized support policies and knowledge base content, reducing key metrics 10–25%, repeat issues by 18%, and backlog by 15%.

Escalation Management Handoff Reduction KPIs Backlog Management Support Policy Modernization Knowledge Base Management Team Leadership

Director of IT, Contract

VMOX

Apr 2022 - Jun 2022 (2 months)

Directed IT operations, service delivery, and infrastructure governance by aligning initiatives, budgets, and staffing with senior stakeholders. Oversaw security and compliance, upgrades, troubleshooting, and asset/inventory management.

IT Operations Service Delivery Security and Compliance Troubleshooting Asset Management Inventory Management

IT Contractor

Philadelphia Phillies

Mar 2022 - Apr 2022 (1 month)

Provided pre-game system checks and game-day IT support to ensure operational readiness. Deployed devices and executed PC rollouts, VoIP installs, patching, and other technology projects.

Game Day IT Support VoIP Patch Management end user support

Service Delivery Manager, Contract

Republic Bank

Jul 2021 - Jan 2022 (6 months)

Led a 6-person service delivery team across hiring, coaching, and performance management. Built IT policies and procedures, implemented rotating shifts with standardized onboarding/offboarding, administered Track-It, refined SLAs/workflows, and improved ticketing performance.

Service Delivery Management Performance Management Policies and Procedures Shift Scheduling Offboarding SLA Management Workflow Management Infrastructure Planning

IT Assistant Director

Community Behavioral Health

May 2019 - Dec 2020 (1 year 7 months)

Led a 14-person technical support and security team across goals, schedules, standards, and infrastructure planning. Increased ticket response rates 117% by launching SLAs and optimizing support workflows, and managed vendors, contracts, budgets, capacity, risk, assets, and conference room technology.