Clay Clark

About Clay Clark

I\'m a global support and operations leader with 10+ years scaling high-performance teams in SaaS environments — and I\'ve spent the last several years transforming how support organizations use AI to work smarter, faster, and more proactively.At Eleven Software, I lead a worldwide team of engineers and support professionals delivering best-in-class service for SaaS/IaaS platforms. I drive strategy, execution, and innovation across all facets of customer support — from frontline triage to executive escalations and AI-led transformation.AI & Automation is at the core of what I do- Designing and deploying AI-powered chatbots for Tier 1 case deflection, reducing ticket volume and improving response times- Training and refining AI models with high-quality knowledge base content to improve self-service resolution- Leading Microsoft Copilot integrations across support workflows to accelerate engineer productivity- Driving data insights through AI-assisted KPI tracking and reporting to continually optimize support efficiency- Leveraging tools like ChatGPT, Claude, and Copilot daily for drafting, analysis, troubleshooting, and process designBeyond AI, I bring deep operational expertise- Full Zendesk ownership: SLA logic, ticket routing, triggers, automation, and queue management (T1-T3)- End-to-end escalation management including code red outage response and root cause analysis- Building and scaling global support teams through hiring, coaching, and structured performance frameworks- Cross-functional collaboration with Product, Engineering, and CRM to align support with business goalsI\'m passionate about building support organizations that don\'t just react to problems — they anticipate them. Through AI, automation, and proactive diagnostics, I help teams deliver scalable, future-ready customer experiences.

Experience

1. Senior Technical Support Manager

   Eleven

   May 2025 — Present

   As a global Support and Operations leader at Eleven Software, I lead a worldwide team of engineers and support professionals delivering best-in-class service for our SaaS/IaaS platforms — powering managed Wi-Fi and connectivity solutions for hospitality and multifamily environments.Key Responsibilities- Lead, hire, and develop global support teams with structured coaching, performance management, and growth planning- Own full Zendesk administration: SLA logic, ticket routing, triggers, automation, and T1-T3 queue management- Drive AI-led transformation across support: Tier 1 chatbot deployment, Microsoft Copilot integrations, and KB/data quality improvements- Use ChatGPT, Claude, and Copilot daily to accelerate drafting, analysis, escalation handling, and process design- Lead code red outage response including real-time customer communication, cross-functional coordination, and RCA- Design and implement KPI/reporting frameworks to drive accountability and surface optimization opportunities- Partner with Product, Engineering, and CRM to align support operations with platform development and customer goals- Oversee escalation management for complex customer issues across cross-functional teams- Implement proactive diagnostics and automation workflows to reduce ticket volume and improve resolution speed

Education

• Central Piedmont Community College

  Diploma in Network Administration

• East Carolina University

  Bachelor's Degree, Bachelor of Science in Industrial Technology (BSIT)

• Central Piedmont Community College

  Certificate in Microsoft Systems Administration

• Central Piedmont Community College

  Certificate in Cisco Administration

• Central Piedmont Community College

  Associate's Degree, Computer Technology Integration

Skills

• Windows Xp
• Business Process Analysis
• Management
• Networking
• Computer Hardware
• Information Technology
• Software Installation
• Microsoft Office
• Business-to-Business (B2b)
• Troubleshooting
• Computer Maintenance
• Iaas
• Electricians
• Strategic Analysis and Tactical Planning
• Construction
• Network Security
• Hardware and Software Support
• Computer Security
• Network Architecture
• Active Directory
• Windows Server
• Hardware
• Linux System Administration
• Employee Training and Development
• Security
• Network Printers
• Leadership
• Technical Support
• Windows 7
• Saas
• Help Desk Support
• Customer Service
• Training
• Team Building and Leadership
• Computer Repair
• Microsoft Word
• Wiring
• Network Administration
• Software Documentation
• System Administration