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Tycarrian Godfrey

@tycarriangodfrey

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CX operations and product support leader building scalable self-service for SaaS teams.

United States

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What I'm looking for

I’m looking to lead CX/support operations in a SaaS environment where I can scale self-service, automate workflows, and build KPI-driven performance frameworks—partnering cross-functionally to turn frontline insights into measurable customer and product outcomes.

I’m an operations-focused CX leader with 8+ years building scalable self-service, knowledge, and support operations across SaaS environments. I’ve led chat and self-service initiatives, implementing AI chatbot workflows and automation to increase containment and reduce escalations by 35%, while also improving quality and efficiency through SOPs, runbooks, and training.

I build performance frameworks that teams can execute against—designing knowledge architecture, help center strategy, and KPIs like FRT, CSAT, resolution, and containment. At InvestNext and across prior roles, I translate frontline insights into product fixes and troubleshooting guides, drove 12 cross-functional releases, and used data analysis (SQL/BI) to reduce repeat inquiries by 52% and lower average handle time by 50%.

Experience

Work history, roles, and key accomplishments

Senior Manager, Product Support

InvestNext

Oct 2023 - Feb 2026 (2 years 4 months)

Owned chat and self-service support operations, deploying AI chatbot workflows and automations that increased containment and reduced escalations by 35%. Led help-center knowledge architecture (9k+ monthly views), cutting repeat inquiries by 52% and reducing average handle time by 50%.

Intercom Chatbot SQL Capacity Planning

Customer Support Manager

InvestNext

Jan 2022 - Oct 2023 (1 year 9 months)

Owned help center strategy and internal knowledge base, increasing organic KB views by 42% and improving article search relevance. Implemented AI-powered automations to reduce manual ticket handling by 28% and created SOP/onboarding materials that shortened time-to-competency by 8 weeks.

Zendesk Salesforce Service Cloud Help Center Strategy Automation SQL Reporting SOP Development

Customer Service Team Lead

LUS Brands

Sep 2020 - Dec 2021 (1 year 3 months)

Managed frontline reps and delivered coaching while implementing automation projects to reduce manual responses and improve CSAT/NPS. Maintained internal documentation (Guru) and feedback loops to accelerate issue resolution and process improvement.

Customer Support Leadership Coaching And Training CSAT NPS Improvement Process Improvement

Customer Service Representative

LUS Brands

Jun 2018 - Sep 2020 (2 years 3 months)

Documented recurring issues and solutions to expand the internal knowledge base and improve support efficiency. Contributed to FAQ and troubleshooting guides, identified knowledge gaps, and updated help content through continuous feedback loops.

Customer Support Knowledge Base FAQ Writing Troubleshooting

Customer Support Specialist

Mr. Cooper

Jan 2017 - Apr 2018 (1 year 3 months)

Documented common customer issues and resolutions to improve support eﬃciency and maintain high-quality internal references. Assisted in training new employees and supported workflow enhancements through ongoing updates to process documentation.

Customer Support Training Support