Looking for a job

Sarah Taylor

@sarahtaylor2

Message

I build AI-enabled support operations and high-trust client experience teams.

Zimbabwe

Message

What I'm looking for

I'm looking for an operations leadership or build-it-yourself role where I can build high-trust teams, modernize support with AI automation, and partner across Support, Customer Success, Sales, and Engineering to improve client experience.

At Varsity Tutors, I build support and onboarding operations from the ground up, pairing high-trust team leadership with AI-driven automation. I currently lead School Solutions support while continuing to lead Parent Onboarding, redesigning operations around AI agent tooling and automation as the team scales.

I've configured AI support agents in Zendesk and HubSpot, served as HubSpot Super Admin, and built a self-updating Escalation Dashboard for Support, Customer Success, and Account Executive teams. The dashboard replaced an hours-long manual documentation process with real-time monitoring, automated alerts, and threshold-triggered actions.

My work reduced average escalated customers from 10 to 5 per rolling 30-day period, improving escalation rates by nearly 50% year over year. Across more than four years managing teams of 6 to 30 agents, I've developed future leaders, maintained strong retention, and led teams through significant organizational change.

Earlier, I managed portfolios of up to 700 client accounts, consistently exceeded sales and retention targets, and became a go-to resource for CRM support and complex customer escalations. I bring experience connecting Support, Customer Success, Sales, and Engineering to create operational changes that stick.

Experience

Work history, roles, and key accomplishments

Current

Manager, School Solutions

Current

Varsity Tutors (Nerdy, Inc.)

Apr 2025 - Present (1 year 4 months)

Built the institutional department's dedicated support team from scratch while leading the Parent Onboarding team, redesigning the operating model around AI agent tooling and automation. Improved escalation rates by nearly 50% year-over-year and personally configured AI support agents in Zendesk and HubSpot.

Zendesk HubSpot CRM Automation Workflow Automation Dashboard Automation Escalation Management Requirements Gathering Cross functional Coordination Team Leadership

Client Retention Manager

Varsity Tutors (Nerdy, Inc.)

Mar 2024 - Apr 2025 (1 year 1 month)

Managed two teams across two departments simultaneously, including a state-funded grant program team and the Parent Onboarding team. Outperformed peer managers on team retention across 4+ years leading teams of 6 to 30 agents, retaining every team member through the company's 2024 layoffs.

Team Leadership Retention Strategy Coaching Performance Management Change Management

Client Care Team Lead

Varsity Tutors (Nerdy, Inc.)

Jul 2023 - Mar 2024 (8 months)

Led two separate teams across two departments, including the institutional onboarding team and a newly created team supporting a state-funded grant program. Built the grant program's onboarding operation from the ground up, training the team and developing new tools and processes.

Team Leadership Onboarding Training Process Development Program Management

Senior Onboarding Specialist

Varsity Tutors (Nerdy, Inc.)

Apr 2023 - Jul 2023 (3 months)

Promoted to official leadership of the onboarding team, formalizing the tools and processes built over the previous year ahead of a second promotion to Client Care Team Lead three months later.

Onboarding Process Improvement Team Leadership

Onboarding Specialist

Varsity Tutors (Nerdy, Inc.)

Jan 2022 - Apr 2023 (1 year 3 months)

Transferred internally to the newly launched institutional department and built the onboarding team's operations and processes from the ground up, informally leading the team and coordinating with other departments to develop new tools ahead of a formal leadership promotion.

Onboarding Process Development Cross functional Coordination Team Leadership

Client Account Manager

Varsity Tutors (Nerdy, Inc.)

Sep 2020 - Jan 2022 (1 year 4 months)

Managed a portfolio of up to 700 client accounts, handling scheduling, educational consulting, upselling, and de-escalation. Consistently met and exceeded sales and retention KPIs and became the team's go-to resource for the CRM and complex customer situations.

Account Management Upselling De escalation CRM Customer Retention

Community Engagement Specialist

HotChalk, Inc.

Dec 2019 - Mar 2020 (3 months)

Represented Concordia University Portland at conferences and campus events nationwide, managing booth logistics and marketing materials. Consistently exceeded lead-generation goals through large-scale presentations and small-group educator conversations.

Lead Generation Event Management Marketing And Presentations