Open to opportunities

Thomas Pearson

@thomaspearson

I improve SaaS customer experiences through support operations, technical troubleshooting, documentation, and scalable processes.

Canada

Message

What I'm looking for

I'm looking to improve customer experiences through clear communication, operational efficiency, technical problem-solving, and emerging AI tools.

At Pixieset, I progressed from frontline Customer Support into a founding member of the Support Operations team, helping scale internal processes and improve customer experience across departments. I serve as a subject matter expert for the Website Builder product, supporting complex troubleshooting, escalations, and account issues.

I partner with Product and Engineering to turn customer feedback, feature requests, and usability insights into roadmap priorities and product updates. I’ve created 60+ tutorial videos, written 30+ user guides, built an internal Website Builder knowledge library, trained 20+ new hires, and supported thousands of users with exceptional CSAT scores.

I enjoy making complex technical topics clear, from DNS, cybersecurity, GDPR, and accessibility to SaaS workflows. I use AI tools to streamline documentation, research, automation, and internal operations, while bringing experience in technical support, sales, content creation, photography, and music.

Experience

Work history, roles, and key accomplishments

Current

Support Operations Specialist

Current

Pixieset Inc.

Jun 2018 - Present (8 years 3 months)

Promoted from frontline customer support to founding member of the Support Operations team, scaling internal processes and improving customer experience. Partnered with Product and Engineering to identify customer pain points and influence roadmap priorities.