Shawn Carter, Customer Support Leader | Empowering Teams to Thrive by Evolving the Conversation

About

I am a fully caffeinated, seasoned support professional with over 15 years of experience driving operational excellence and delivering exceptional customer experiences. I have proven expertise in leading high-performing global support teams, optimizing workflows, streamlining processes, and fostering cross-functional collaboration. I am also skilled at troubleshooting complex technical issues, managing escalations, and providing expert solution engineering. Skills: - Team Leadership - 6 years developing support teams and promoting collaboration for seamless global customer service - Program Development - 8 years creating employee training programs that reduced ramp up time by 25-30% on average - Customer Satisfaction - Achieved satisfaction scores 20% higher than industry benchmarks through customer effort scoring - Community Management - 6+ years developing and leading communities around various interests - Operational Efficiency - 6+ years designing and implementing workflow improvements for team efficiency, enabling smaller teams to accomplish more in 6 months - Project Management - 8 years leading CRM and helpdesk migrations to platforms like Salesforce, Zendesk, Zoho - Metrics-Driven - 5+ years building KPI reporting aligned with company goals and team needs A leader quick to build new skills, proficient in building high-caliber support teams (in-office or remote), implementing process improvements, and cultivating an environment of continuous learning to drive success.

Experience

WhatConverts

Nov 2022 – Mar 2024

Remote

Support Manager

Excelled as a Support Manager leading Tier 1, 2, Onboarding, and Training teams driving operational efficiency. Implemented robust QA reducing misses from 10% to 2%. Developed comprehensive training programs and mentored team members. Overhauled performance tracking across all key metrics. Spearheaded CRM/help desk migration launching new system on time within 6 months. Redesigned onboarding decreasing ramp-up by 22%. Achieved a CSAT of 98%, 10% above standards with 5-star rating from our incredible customer base. Optimized processes reducing resolution times 20% and increasing efficiency 15%.

Aircall

Aug 2020 – Jul 2022

Remote

Support Team Lead

Orchestrated global support operations across North America, EMEA, and APAC regions, optimizing workflows and fostering collaboration for a seamless customer experience, reducing effort scores by 10-15%. Facilitated cross-functional communication, managed capacity planning, scheduling, and forecasting across all channels, decreasing coverage planning time from 5-6 hours to 2 weekly. Partnered with leadership to create and implement the Support Team Lead manager role across regions, improving management structure within 6 months.

Kustomer

Jun 2018 – Aug 2020

New York, NY

Sr. Technical Support Engineer

As the initial support hire, I spearheaded the establishment of the company's first support team at Kustomer. I built out processes aligned with organizational goals and collaborated closely with the Product team to proactively address client needs in product roadmaps. In partnership with five other department heads, I assembled a high-performing team of subject matter experts who provided expert technical support, solution engineering, and consultative services to the company's client base across all tiers. I streamlined support operations through continuous enhancement of processes, training, workload management, hiring, coaching, troubleshooting, account management, product testing, workflow development, JavaScript coding, compliance checks, and reporting to Sales and Customer Success leadership. My strategic efforts in building out the support function from the ground up directly contributed to the company's ability to deliver exceptional client experiences.

Bizly

Jul 2016 – Dec 2017

New York, NY

Head of Operations

As the Head of Company Operations, I worked hand-in-hand with the CEO, Product, Engineering, and Content teams to build and optimize efficient processes across all departments. Serving as the Head of HR and Company Recruiting, I spearheaded hiring and talent acquisition efforts. I refined the engineering and support technology stack, acting as a key project manager in scoping new product features and overseeing releases. My operational oversight extended to negotiating favorable terms for over 100 supplier account renewals with hotels, defining performance metrics across departments, and implementing successful churn prevention strategies that reduced customer attrition from around 13% down to 10% on average. Through close cross-functional collaboration, I helped instill operational excellence and alignment as the company scaled.

Education

Bob Jones University

Aug 2004 – May 2005

Bachelor of Arts, Graphic Design

Shawn Carter

Customer Support Leader | Empowering Teams to Thrive by Evolving the Conversation

Skills

Languages