Steven Ligammare
@stevenligammare
Senior customer support and operations leader driving CX, scale, and operational rigor.
United StatesWhat I'm looking for
I am a Senior Customer Support and Support Operations leader with 12+ years scaling global Tier 1–3 SaaS support organizations across B2B SaaS, cloud, and digital health. I combine people leadership with hands-on operational ownership to improve customer outcomes.
I have led teams of managers and frontline agents, owned KPIs (CSAT, SLA, FCR), and implemented workforce planning, quality programs, and coaching to boost performance and retention. At insightsoftware I led 9 managers and 90+ agents and increased weekly case closures by 20%.
My work emphasizes tooling and data — deploying Salesforce Service Cloud, Zendesk, PowerBI, Jira, and support automations to halve resolution time and reduce onboarding ramp time significantly. I also led CRM migrations and drove quality transformations that improved scores by double-digit percentages.
After a planned full-time parental career break, I am ready to return and deliver immediate impact by building high-performing teams, improving operational visibility, and partnering cross-functionally to translate Voice of Customer into product and process improvements.
Experience
Work history, roles, and key accomplishments
Career Break
Personal Leave
Jan 2025 - Dec 2025 (11 months)
Took a planned full-time parental leave to focus on caregiving and is returning ready to lead customer support teams with renewed focus.
Senior Support Manager
insightsoftware
Jan 2024 - Dec 2024 (11 months)
Defined and executed global Tier 1–3 support strategy for 9 managers and 90+ agents, increasing weekly case closures by 20% and reducing resolution time from 14 to 7 days through tooling and process improvements.
Senior Support Operations Manager
Wellth
Mar 2023 - Oct 2023 (7 months)
Established performance, quality, and onboarding frameworks for a regulated patient-facing support org, reducing onboarding from 4 to 2 weeks and increasing call answer rate by 45%.
Support Operations Manager
Babylon Health
Dec 2020 - Feb 2023 (2 years 2 months)
Led support operations during rapid growth, implemented HIPAA-aligned quality audits lifting scores 35%, restructured onboarding to cut ramp from 6 to 3 weeks, and grew support from 8 to 35.
AITechnical Customer Support Manager
Amazon Web Services, Inc.
Jul 2017 - Jan 2020 (2 years 6 months)
Led large frontline AWS support teams, improved TTR from 14 to 3 days and FCR from 40% to 90%, built AWS IoT and global technical writing teams to support product launches and documentation.
DRLed Tier 1–2 support teams for EHR and medical billing workflows, partnered with cross-functional teams to improve service experiences and ensure accurate handling of medical documentation and billing inquiries.
DRManaged support teams and ensured accurate handling of clinical documentation and insurance-related inquiries while improving service processes and cross-team collaboration.
Education
Degrees, certifications, and relevant coursework
UFUniversity of San Francisco
Bachelor of Science, Information Systems
Completed a Bachelor of Science in Information Systems emphasizing technology and business processes applicable to IT and support operations.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Social media
Job categories
Skills
Interested in hiring Steven?
You can contact Steven and 90k+ other talented remote workers on Himalayas.
Message StevenFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
