RJRaffi Jarvis
@raffijarvis
Product-focused operator specializing in product operations, support tooling, and customer success for high-growth SaaS.
United StatesWhat I'm looking for
I am a product-focused operator with 8+ years of experience driving improvements in customer success, technical support, and product operations across high-growth SaaS fintech and healthtech companies. I partner closely with engineering and product teams to translate customer feedback into clear requirements, improve tooling and workflows, and implement automation that reduces friction for customers and internal teams.
My hands-on technical experience includes using SQL and APIs to investigate issues, validating data, and supporting product decisions, with working knowledge of Python and PHP. I led cross-functional initiatives such as Braze instance migration for 10M+ MAUs, owned vendor technical assessments and implementations, and created dashboards in Looker and Tableau to enable data-driven roadmaps and KPI alignment.
Experience
Work history, roles, and key accomplishments
HETranslated cross-functional feedback into product enhancements, led data source-of-truth and Braze instance consolidation for 10M+ MAUs, and implemented testing and SOPs that improved data accuracy and rollout readiness.
HEIdentified system defects and workflow gaps, partnered with engineering to prevent regressions, documented workflows into technical requirements, and developed scalable automations to reduce manual errors.
HEBridged technical and non-technical stakeholders for release readiness, created Looker and Tableau dashboards to drive KPI visibility, and implemented process improvements to save engineering time.
Technical Support Manager
Total Expert
Jun 2021 - May 2022 (11 months)
Managed a team of 5 Tier 2 engineers, optimized ticket workflows to exceed SLAs by 25%, reduced open issues by 50% through improved reproduction steps, and built a knowledge base to accelerate onboarding.
Technical Support Engineer
Total Expert
May 2019 - Jun 2021 (2 years 1 month)
Troubleshot complex issues and triaged defects, used mySQL, BASH, and APIs to reduce investigative turnaround by 20%, and created custom SQL reports to inform product and customer decisions.
Tier 1 Technical Support
Total Expert
Mar 2018 - May 2019 (1 year 2 months)
Responded to end-user inquiries across channels, provided technical and account support, and quickly adapted to new systems and processes to support team performance.
STCustomer Service Representative
Starkey Hearing Technologies
Nov 2015 - Mar 2018 (2 years 4 months)
Managed multi-channel customer cases, de-escalated situations to negotiate positive outcomes, provided technical website/email support, and trained over 10 new hires.
Education
Degrees, certifications, and relevant coursework
UCUniversity of Minnesota – Twin Cities
Bachelor of Arts, Biology, Society, and Environment
Activities and societies: Roller Derby: North Star Roller Der — Co-Director (recreational team), Team Captain, Co-Director of Fundraising and Sponsorship, Board of Directors member (roles spanning multiple years since Fall 2016).
Completed a Bachelor of Arts focused on Biology, Society, and Environment with extracurricular leadership in roller derby and nonprofit activities.
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
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