Courtney K.

Senior Manager of Client Support and Operations @ZestyAI

As Senior Manager of Customer Support & Operations, I lead a high-performing team responsible for all aspects of customer support, technical integrations, and operational enablement. I drive cross-functional collaboration to ensure a frictionless customer experience from onboarding through adoption, while also maintaining our internal standards for service, reliability, and engagement.Team Leadership: Manage and mentor the customer support team, focusing on rapid, empathetic, and technically sound responses to all client inquiries.Technical Integrations: Oversee all API implementation and integration workflows using Postman and custom client documentation. Act as a technical resource for both clients and internal stakeholders.Platform & Workflow Management: Administer and optimize Zendesk for ticket management and Jira for cross-team escalations, ensuring alignment between support and engineering.NPS & Customer Engagement: Own our Net Promoter Score (NPS) program from campaign setup to analysis. Partner with sales and customer success to close the loop with feedback and increase engagement.Process Improvement: Define and enforce SLA policies, monitor ticket categories and escalation trends, and identify opportunities for automation and process refinement.Customer Enablement: Develop and maintain knowledge base content, FAQs, and onboarding resources to empower customers and reduce inbound support volume.