Steven Anderson
@stevenanderson
Director of Customer Support driving CX transformation and scalable global support operations.
United StatesWhat I'm looking for
I am a strategic, results-driven Director of Customer Support with 18+ years building and scaling high-performance, distributed support organizations. I specialize in translating Voice of the Customer insights into product and process improvements that reduce contact rates and boost CSAT, retention, and LTV.
I have led CRM transformations, built in-house support from BPO models, and launched VOC, social intelligence, and accessibility programs that delivered measurable YoY improvements. My work has included architecting remote-first teams, designing onboarding and training infrastructures, and implementing AI-enhanced support automation to drive operational efficiency.
I partner cross-functionally with Product, Engineering, UX, and Operations to surface CX trends, optimize workflows, and establish OKR-driven frameworks. I am focused on talent development, workforce management, and evidence-based decision making that sustains SLA attainment and accelerates time-to-insight.
Experience
Work history, roles, and key accomplishments
Senior Customer Success Manager
doola
Jan 2025 - Present (1 year 5 months)
Architected and launched a fully remote, distributed customer support function, replacing a BPO and building an in-house team within 90 days; improved median TTFR to 2:24 and drove 32% QoQ TTFR improvement while achieving 90%+ OKR attainment.
Led an 8-person insights organization to deliver VOC, social intelligence, and accessibility programs that reduced contact rates 20%+ YoY and accelerated time-to-insight by 66%, driving retention and engagement improvements.
Directed day-to-day operations for 60+ staff across seven teams, maintained 95/5 SLA, led a CRM omni-channel implementation that reduced AHT by 45% and launched support strategy for Chegg's Creator Community.
Built and managed a high-performing support team of 40+ agents, implemented operational health metrics and career pathing programs that improved retention and produced multiple internal promotions.
Engagement Manager
K-Force Consulting
Jan 2016 - Dec 2017 (1 year 11 months)
Built and led a startup call center operation for the Oregon Health Authority as a BPO partner, scaling to 90+ employees and managing peak volume of 75,000 calls per month while improving quality and service levels.
Directed multi-site inbound call center operations managing 100–800 employees handling up to 350,000 calls per month, developed 25+ entry-level employees into management roles and introduced leadership frameworks that drove top national performance.
Education
Degrees, certifications, and relevant coursework
Portland Community College
Business Administration, Business Administration, Management & Operations
Studied Business Administration with emphasis on Management and Operations at Portland Community College.
COPC Inc.
Certified COPC CX Implementation Leader, Customer Experience / CX Implementation
2021 - 2021
Completed COPC CX Implementation Leader certification in March 2021.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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