Richard Marton
@richardmarton
Customer support and retention leader scaling global teams with KPI ownership and measurable CSAT.
IsraelWhat I'm looking for
Support queues are where customer trust is won or lost, and I’ve spent 15+ years building the operating machinery that makes performance predictable and measurable. I turn chaos into structure through SLAs, routing, QA, and reporting—so teams can execute with clarity and customers feel it.
At Seeking Alpha, I scaled a fully remote global support team to 20+ specialists and 3 team leaders. I owned every team KPI—CSAT, NPS, first-response time, resolution rate, ticket volume, SLA adherence, and revenue targets—while sustaining CSAT above 95% across consecutive years.
I also helped evolve the function from pure support into a sales and retention engine. Through structured sales motions, retention playbooks, and targeted outreach, I drove $8.5M in combined upsell, cross-sell, and retained subscription revenue, while leading the migration to HubSpot CRM with custom workflows and reporting dashboards.
Earlier roles reinforced my focus on coaching, quality, and repeatable systems. At DSNR, I progressed from supervisor to retention manager, leading a multilingual team of 25–30 and personally retaining $2M+ in at-risk revenue, and at ePlane and MEMO Global I built HubSpot-based support infrastructure and training/QA practices that standardized performance under real legal, security, and privacy constraints.
Experience
Work history, roles, and key accomplishments
• Recruited, onboarded, and scaled a fully remote global team of 20+ Customer Success Specialists and 3 Team Leaders from the ground up, covering B2C and business-development subscription tiers worldwide.
• Transformed the team's mandate from pure support into a full sales and retention function, driving $8.5M in combined upsell, cross-sell, and retained subscription revenue through structured sal
Head of Customer Service
Seeking Alpha
Jun 2019 - Jun 2026 (7 years)
Scaled a fully remote global customer support team to 20+ specialists and 3 team leaders, covering B2C and subscription tiers worldwide. Owned CSAT above 95% and all key KPIs (NPS, first-response time, resolution rate, ticket volume, SLA adherence), led the migration to HubSpot, and drove $8.5M in upsell, cross-sell, and retained subscription revenue.
• Introduced and deployed HubSpot as the team's CRM, owning setup and configuration for the entire team and building the reporting and ticketing infrastructure from the ground up.
• Owned day-to-day support operations and onboarded and trained incoming agents on product knowledge, escalation handling, and communication standards.
• Led a multilingual team of 25–30 across retention and quality assurance (Hebrew, English, French, Spanish, and Arabic) for a global B2C customer base; personally retained $2M+ in at-risk revenue over tenure.
• Overhauled and automated the department's core service and retention systems in partnership with the development team, eliminating manual work and significantly improving handling and resp
• Supervised customer service and retention shifts across phone, email, and written correspondence for customers worldwide, after progressing through representative, senior-agent, and retention roles.
Education
Degrees, certifications, and relevant coursework
Richard hasn't added their education
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Location
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