Chris Smith

About Chris Smith

Leader of Customer SupportWhat was your last customer support experience like? Was it positive? Or did you feel like your concerns weren’t really heard?As a Leader of Customer Support, I lead teams who are driven and passionate about providing the absolute best support to their customers, both internal and external. It comes from something that I hold in the highest regard: embodying a servant leadership approach. By using a caring, authentic approach in educating employees on why high-touch customer relations matter to a company\'s bottom line, I tie in client service satisfaction levels to direct revenue results, which creates buy-in for delivering customer support excellence.Additionally, I apply the \"golden rule\" to my staff management approach to foster rewarding, positive work environments while promoting individual accountability to end results.My biggest differentiator is that I truly care about the people I manage, and I have a passion to be the best. That always means that there is room for improvement. Over the years, I have gained a reputation as a process improvement champion who adopts customer and employee perspectives to identify service gaps and opportunities. Then, I remove those roadblocks preventing companies from fulfilling their corporate promises, allowing them to achieve optimum productivity. But you should know that I am also a hands-on, approachable yet analytical troubleshooter who digs deeper during escalated situations to drive down to root causes, and as the team leader, I monitor KPIs on a daily basis to gauge satisfaction levels. That data in hand, I immediately deploy solutions and resources to team members to alleviate chokepoints preventing them from resolving customer / employee issues.If your organization can benefit from a problem solver focused on finding the win-win for each challenge, then let’s talk!

Experience

1. Senior Manager - Enterprise Application Management

   Mozilla

   Aug 2025 — Present