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Phillip Labossiere

@philliplabossiere

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Visionary support executive who transforms customer support into revenue-driving, AI-enabled operations.

United States

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What I'm looking for

I seek senior leadership roles where I can partner with executives to scale AI-enabled support, reduce churn, drive revenue, and build high-performing teams.

I am a results-driven support executive who partners with C-suite leaders to design omni-channel, AI-enabled support ecosystems that reduce churn and drive revenue. I have led global support operations across time zones, scaled teams through private-equity transitions, and built training hubs that increase self-service adoption.

My initiatives have directly impacted the bottom line: aligning support with sales to drive $2.87M in revenue growth, improving critical-issue resolution by 20% for 15,000+ clients, and reducing ticket volume and resolution time through AI and automation. I consistently maintain high customer satisfaction while optimizing costs and SLA performance.

I bring hands-on experience with Zendesk, Salesforce, HelpScout and enterprise analytics tools, a track record of award-winning service (5x Stevie Awards), and a collaborative leadership style focused on measurable outcomes and sustainable scaling.

Experience

Work history, roles, and key accomplishments

Current

Head of Client Services

Current

Malik Law Firm, PLLC

Jun 2025 - Present (6 months)

Directed client service operations by partnering with legal counsel to overhaul internal processes. Successfully integrated a CRM platform that simplified the intake experience and automated document and payment processing.

CRM Systems CRM Management MyCase USCIS Applications USCIS And Or E Verify Processes Immigration Law

Head of Professional Services

Auction Technology Group

Oct 2024 - Jun 2025 (8 months)

Redesigned client onboarding and training to accelerate revenue and reduce support dependency, increasing self-service adoption 10%, reducing churn 8%, and achieving 96% CSAT while cutting backlog 45%.

Client Onboarding Zendesk Salesforce CSAT Self Serve Adoption Cross Functional Collaboration

Head of Client Support, N.A

Auction Technology Group

Dec 2021 - Oct 2024 (2 years 10 months)

Elevated support to a revenue driver by launching 24/7 emergency support and Zendesk AI, improving critical-issue resolution 20%, cutting backlog 45%, improving response time 36%, and contributing $1.87M in revenue growth.

Zendesk Automation Stakeholder Management

Head of Technical Support

Auction Mobility

Dec 2020 - Dec 2021 (1 year)

Shifted support from reactive to proactive by redefining prioritization and SLAs, improving resolution times 36%, raising SLA compliance to 91%, and preventing $750K in potential revenue loss.

SLA Root Cause Analysis Incident Management Cost Optimization Process Automation

Head of Client Services & Support

LiveAuctioneers

Aug 2013 - Dec 2020 (7 years 4 months)

Architected omnichannel support across 6 time zones through two PE transitions, scaling team from 4 to 32 FTEs, maintaining 98.9% CSAT, improving FCR 15%, and driving a 7% annual profit increase.

Omni Channel Support Scaling Teams CSAT