Shannon Clark
Senior Customer Service Manager at nutpods
- Role
- Senior Customer Service Manager at nutpods
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Shannon Clark
I’m a customer experience leader with a passion for building empathetic, data-driven service programs that turn everyday interactions into brand loyalty. As Senior Customer Service Manager at nutpods, I lead a hybrid team known for one-hour response times, 96% CSAT, and a “crazy good” customer experience. I specialize in scaling operations, using insights to influence product and quality decisions, and mentoring teams to deliver service that feels both efficient and human.Winner of Newsweek’s Best Customer Service 2021 & 2022 for Wedding Registries.
Experience
Senior Customer Service Manager
Sep 2024 — Present · Bellevue, WA, US
Set the vision for exceptional customer experience by leading a hybrid support team that consistently achieves a 1-hour response time and 96% CSAT across email, phone, and social media channels- Optimize and scale operations by managing Zendesk to enhance efficiency, implementing automation that accelerates response times while maintaining a personal, human-centered approach- Leverage data-driven insights through the design and delivery of executive-ready reports that track KPIs, customer sentiment, and operational trends, equipping leadership with actionable intelligence- Develop and enforce SOPs for high-priority consumer issues, including product quality and safety concerns (e.g, foreign material reports), ensuring swift, coordinated, and brand-safe resolutions- Drive cross-functional collaboration by partnering with Product, Marketing, and Quality Assurance teams to align customer feedback with product improvements and company-wide initiatives- Utilize YouScan for social listening and launch brand tracking surveys to proactively monitor sentiment, brand awareness, and Net Promoter Score (NPS) trends- Created and launched a Surprise & Delight program to strengthen customer loyalty, deepen engagement, and transform service interactions into moments of brand advocacy.
Education
Western Washington University
BA in Psychology, Minor in Sociology and Business
2006 — 2011
Skills
- Social Media
- Microsoft Word
- Database Administration
- Customer Service
- IT Solutions
- Microsoft Office
- Video Editing
- Budget Monitoring
- Photography
- Community Outreach
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