Eric Eden
Leading Operational Excellence | Expert in Customer Experience & Technical Support Leadership | eCommerce | Self-Published Author
- Role
- Tier 3 Support Manager at BambooHR
- Location
- Riverton, UT, US
- LinkedIn followers
- 500 followers
About Eric Eden
Results-driven and action-oriented Operations Executive with over 15 years of SaaS…
Experience
Tier 3 Support Manager
Jul 2025 — Present · US
Lead and manage the Tier 3 support team, providing guidance, training, and performance evaluations-Oversee the resolution of complex technical issues escalated from Tier 1 and Tier 2 support teams-Collaborate closely with product engineering teams to address and resolve product-related issues, ensuring that customer feedback is integrated into product development-Work in partnership with customer support teams to streamline escalation processes and improve overall customer experience-Develop and implement support processes and best practices to improve efficiency and customer satisfaction.Monitor support metrics and KPIs to ensure team performance meets organizational goals-Act as a point of escalation for critical customer issues and ensure timely resolution-Maintain up-to-date knowledge of company products and services to provide expert-level support-Work with cross-functional teams to identify and address systemic issues and drive product improvements-Prepare and present regular reports on support team performance and customer feedback to senior management-Foster a customer-centric culture within the support team, ensuring a high level of customer satisfaction-Lead incident management efforts, coordinating with relevant teams to ensure timely and effective resolution of incidents-Develop and maintain incident management processes, ensuring clear communication and documentation during incidents.
Education
Western Governors University
Master of Business Administration - MBA, Organizational and Strategic Leadership
Western Governors University
Bachelor of Business Administration (B.B.A.), Business Administration, Management and Operations
2012 — 2016
Brigham Young University - Idaho
Business/Managerial Economics
2007 — 2008
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