Christopher Smith

Customer Support Team Lead @Ezoic

Newcastle Upon Tyne, GB

Promoted to Lead of Customer Support in my third year at this $200 million+ tech company specializing in machine-learning to optimize ad serving online- Leading a team of 4 in the company\'s UK office, we provide assistance to over 10k websites at any one time via live chat as well as our internally developed ticketing system and Support community; prioritising and fixing often complex technical issues, educating publishers regarding best practices, working cross-functionally with Product Managers to prioritize product enhancements, and escalating bugs to Senior Engineers- Seamlessly transitioned into the role of Lead, reflecting the level of responsibility I had already proactively assumed as well as my unique combination of both soft and hard skills, we have hit internal targets for customer satisfaction and response times for the last 8 quarters in a row- Challenging colleagues to ensure they remain engaged, empowering them to assume responsibility for various roles and projects, I have fostered a high performance work culture based around an open and supportive environment- Producing regular performance reports using internal tools to inform strategy, optimise workflows, and evidence success to senior leadership- Interpreting ticket trends and platform usage data to identify recurring support issues, and developing solutions to address these, including the building of automated tools such as our AI chatbot to improve triage efficiency and reduce ticket volume. Communicating ideas with confidence, and helping to bring the best ones to life, my influence can be seen across support.ezoic.com, our customer-facing Help Centre- Steered our team through a reduction in force from 17 to 4 due to automation as well as challenging market conditions. Whilst I don\'t wish to downplay how testing this was for everybody, I feel proud of the way that I conducted myself during this difficult time, and that I was able to retain key team members to drive future success.

Newcastle University

BA Politics

Newcastle University

MA Media & Journalism