Open to opportunities

Rachel Moore

@rachelmoore

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Senior Support Operations Manager with 10+ years of experience.

United States

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What I'm looking for

I am looking for a role that values customer-centric solutions and offers opportunities for growth and innovation.

I am a Senior Support Operations Manager with over 10 years of experience leading technical support and scaling customer operations. My career has been marked by a commitment to driving self-service, automation, and process improvements that enhance efficiency and deliver customer-focused solutions. At Thalamus, I lead a multi-tiered team, maintaining a 90%+ customer satisfaction rate through strategic capacity planning and effective escalation paths.

Throughout my career, I have built and scaled high-performing support organizations, achieving remarkable results such as a 99% First Response SLA and a 90%+ CSAT. I have a proven track record of implementing tiered quality assurance frameworks and defining support segmentation strategies that align service levels with user personas. My efforts have consistently resulted in reduced customer escalations and improved operational efficiencies.

I am passionate about fostering a customer-centric environment and have successfully recovered significant outstanding receivables while mentoring teams to achieve their highest potential. My strategic thinking and business acumen have allowed me to navigate dynamic priorities and drive data-informed insights that enhance customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager, Technical Customer Support & Operations

Current

Thalamus

Apr 2025 - Present (1 month)

Led a multi-tiered team including Technical Support, Enablement, and BPO agents, maintaining 90%+ CSAT through strategic capacity planning and SLA adherence. Implemented intelligent routing and self-service tools to improve first-touch resolutions and deflection, reducing volume and analyzing Voice of the Customer data to drive fixes and roadmap improvements.

Technical Support Customer Operations Capacity Planning SLA User Education

Senior Manager, Customer Experience

Thalamus

Jun 2024 - Apr 2025 (10 months)

Built and scaled a high-performing support organization, regularly achieving 99% First Response SLA and 90%+ CSAT. Implemented a tiered QA framework and defined support segmentation strategies, aligning service levels and automation to user personas for better efficiency.

Customer Experience Management Support Organization Scaling SLA Management CSAT Segmentation Webinars

Senior Manager, Customer Escalations & Operations

Made Renovation

Mar 2023 - Sep 2023 (6 months)

Directed customer operations, escalation resolutions, and collections strategy, effectively reducing outstanding receivables and ensuring exceptional customer experiences, successfully recovering $640k for Q2 2023. Led and mentored a team of remote Support and Collections Specialists, instituting Standard Operating Procedures based on root cause analyses, reducing customer escalations by 41%.

Customer Operations Escalation Management Collections Strategies Team Leadership Mentoring Standard Operating Procedures Root Cause Analysis Process Improvement Customer Experience Financial Recovery

Department Manager, Customer Care Operations - North America

Lucid Motors

Mar 2020 - Jan 2023 (2 years 10 months)

Directed the design and launch of Customer Care & Roadside Assistance programs, overseeing budget and workforce management amidst rapid user growth and leading international market expansion. Pioneered the Customer Feedback program, driving data-informed Voice of the Customer insights and deploying an omni-channel CRM, managing BPO delivery and performance.

Roadside Assistance Budget Oversight Workforce Management BPO

Manager, Customer Support and Provider Advocate Group

SwoopMe, Inc

Jun 2019 - Feb 2020 (8 months)

Gained ownership of the Provider Advocate Group, re-engineering national team infrastructure and cross-training teams, leading to significant reductions in hold times, abandonment rates, and handle times, and a boost in answer speed. Implemented performance management tracking and quality standards through agent Scorecards and customer feedback mechanisms, orchestrating the transition to a new CRM

Customer Support Management Infrastructure Team Performance Management Quality Help Center Development Hold Time Reduction Abandonment Rate Reduction

Manager of Customer Support

SwoopMe, Inc

Apr 2018 - Jun 2019 (1 year 2 months)

Built a 24/7x365 remote team of in-house technical Product Support Specialists and BPO staff, delivering multi-tiered support for ~15k monthly interactions via various channels. Designed and deployed AI-driven self-service chatbots, achieving a significant 25% Deflection Rate, and devised comprehensive Damage Claims processes, enhancing efficiency and transparency.

Customer Support Remote Team Management BPO Multi Tiered Support Chatbot Deflection Rate Optimization

Manager, Global Customer Success

Automile

Oct 2016 - Apr 2018 (1 year 6 months)

Led a geographically diverse team of Customer Success Managers, establishing a 'Follow-the-Sun' approach for continuous technical support coverage and managing a 57% increase in user growth. Strategically implemented an RMA process that safeguarded over $1M in recurring SaaS subscriptions and leveraged in-house diagnostic tools to identify and rectify inconsistencies in IoT data reporting, decreas

Customer Success Team Leadership Technical Support SaaS Diagnostics KPI Analysis