At Songtradr, I worked across four brands as Senior Manager, Customer Success, including Songtradr Marketplace, Songtradr Personal/Business, Pretzel and Tunefind. I focused on customer retention, feedback and metrics for quality UX.
As Platforms Operations Lead at Songtradr, I led the consolidation of support onto Zendesk across brands and products. I collaborated with internal and external engineering teams, mapped external touchpoints and built initial reporting dashboards.
I also reviewed and created internal documentation to support platform changes, features and product launches. I identified support cases suitable for chatbot and AI automation to reduce tickets handled by human specialists while maintaining a good user experience.
Before Songtradr, I managed a retention-heavy customer service department at Promote, creating training manuals and scripts for realtor support. Earlier, I managed customer accounts in wholesale and e-commerce, and at Massage Envy I handled memberships, customer service, scheduling, payroll and employee training.
