Jake Wolfe

Manager, Client Technical Support @Benevity

Toronto, ON, CA

Managed day-to-day operations of technical support team using Zendesk ticketing system, assisting over 800 client administrators in operational tasks focusing on ease of client experience and customer satisfaction. • Executed on internal team initiatives including creating internal help documentation, developing ticketing queue strategies, standardizing support models and responses, refining escalation processes, and implementation of AI tools• Worked cross-functionally with internal teams including Implementation, Client Success Management, Product, Development, Sales, Implementation, Analytics & Insights, and Client Enablement on projects in order to improve client experience, act as an advocate for client feedback, manage client escalations, develop new product features, define unique support models for various client groups, and update client documentation in order to enhance cross-team efficiency and create an improved client experience with increased product adoption.• Responsible for team of 12-18 client technical support specialists disbursed globally including hiring, training, managing performance against company metrics, and ongoing development.

Ivey Business School at Western University

HBA, Business Administration and Management, General

Western University

2 Years in BMOS program

York Mills CI

High School Diploma