Graham Jackson

About Graham Jackson

I lead large-scale customer support organizations focused on customer experience, quality, and operational excellence in high-growth SaaS environments.Currently serving as Associate Director of Support at HighLevel, I oversee a rapidly scaling support organization responsible for escalations, product support, quality, and complex account operations. HighLevel’s global support organization includes more than 575 team members supporting over customers worldwide. My focus is building systems that allow support teams to scale effectively while maintaining a high standard of customer experience.Over the past several years, I’ve helped evolve our support organization by implementing new operational structures, escalation frameworks, and quality initiatives designed to improve both customer outcomes and internal efficiency.My work focuses on several key areas:• Customer Experience & Quality: Building QA frameworks and feedback loops that improve resolution quality and frontline knowledge• Escalation Strategy: Creating structured escalation pathways that reduce engineering dependency while improving time-to-resolution• Operational Scale: Designing support systems that allow organizations to grow without sacrificing service quality• AI & Automation: Leveraging AI-powered support tools to improve customer deflection, agent productivity, and knowledge accessibility• Leadership Development: Developing leaders and managers who can scale teams while maintaining strong culture and accountabilityBefore HighLevel, I spent over six years at Apple supporting technical operations and customer experience, and I’ve also held leadership roles as both CTO of a marketing agency and CEO of a SaaS company, giving me a unique perspective on the intersection of technology, product, and customer success.I’m passionate about building support organizations that don’t just resolve problems. They improve the product, elevate the customer experience, and become a strategic driver of company growth.

Experience

1. Photographer

   Graham Jackson Group

   Jan 2021 — Present

   Graham Jackson Group is a national production company based in Lexington, Kentucky. As President, I oversee the day-to-day functions of our business and work closely with our Director of Photography and Production Manager to keep things running efficiently. As our Lead Creative Director, communication is key, and thus I end up spending most of it talking with people these days. Spending my mornings in strategy sessions and afternoons with clients, most days are all about communication anymore. On production days, I head up our team, and help keep us all in a good mood! I’m one of our two robotic camera operators and primarily operate the high-tech gear these days when we do video shoots.

Education

• Southern New Hampshire University

  Liberal Arts

  2012 — 2016