As the Senior Director of Customer Experience at Ergatta, I am responsible for overseeing the support and community functions. Since starting this role in 2021, I have built the support team from the ground up, growing the team from one to 6 support associates and 2 sales associates.I have developed a mission and values for our department, providing vision and strategy for our team. Additionally, I have created a structured team environment, providing escalation levels and opportunities for growth and promotion.I led and supported the development of our LMS, Lessonly, which created an autonomous onboarding and continued learning platform for the team. Beyond the support org, this system serves other functions within the organization for visibility to our standard operating procedures.To provide the best customer experience, I have scaled our channels of communication to include phone, chat, and social support. I have also implemented changes with our Help Center, including creating a thorough library of new troubleshooting videos and other documentation to support customers and reduce inbound requests. I have also created additional reporting tags within our CRM system to offer insights on points of friction for customers.I partner with leadership in engineering, product, marketing, and people. I share insights on the voice of the customer with SLT and make recommendations on areas to improve the customer experience. I have advised the team to support customers through quality defects, software bugs, and sensitive escalations. Under my direction, my team has maintained a 95% CSAT for 2022 and an average 96% CSAT for Q1 2023.Most recently, my team has supported outbound member communications which include ongoing retention emails and win-back campaigns.I partner with SLT to make improvements with our eNPS within my department and company-wide. My contributions include ideating and supporting team building and moral opportunities. I also develop and am accountable for our quarterly OKRs.

During my tenure at Flywheel, I led the support team through studio expansions and the launch of Flywheel's e-commerce business(a connected exercise bike for at-home use). As the CX Manager, I was responsible for two teams: the studio support team and the at-home business team.I led the development of standard operating procedures and training for each member of the team, with a focus on brand experience and customer service. My ongoing training ensured that each team member was equipped to support customers through promotions, product updates, technical support, and overall hospitality.I partnered with leadership team in product, engineering, marketing, and operations. I established a weekly and monthly customer feedback loop with these teams. I collaborated with relevant business partners to implement changes or updates based on customer feedback.I collaborated with the marketing team to develop retention efforts for monthly memberships and spearheaded the development of an FAQ/Help Center for both facets of the business. I ensured that the content was kept up-to-date to reduce customer inquiries and educate prospective customers.I partnered with the marketing team to develop customer manuals and troubleshooting video content for the at-home business. I worked closely with our operations team and 3rd party vendor to ensure the compliance of white-glove delivery services with standard operating procedures.As an escalation point for sensitive issues, I handled escalations within the studio and at-home business. I served as an escalation point to studio leadership across Flywheel's 30+ studios.I also developed the community management function of the organization. My team managed the Flywheel At-Home Facebook community, which became a hub for all departments to see customer feedback. The community also allowed members to engage with the company and Flywheel instructors, who developed the workout content.