Jay Yeager

Experience

1. Director Application Support

   Total Expert

   Jul 2022 — Present · Minneapolis, MN, US

   Lead a multi-tier Application Support organization (Tier 1, Senior Tier 1, Tier 2) supporting a growing SaaS platform. Own customer experience outcomes, operational strategy, capacity planning, automation, and executive reporting while partnering cross-functionally with Product, Engineering, and Customer Success.Key Responsibilities • Lead end-to-end SaaS support operations including ticketing, live chat, portal, automation, and escalation management• Own CSAT, SLAs, backlog health, workforce planning, and cost efficiency• Build capacity and staffing models across support tiers to align demand, complexity, and utilization• Drive automation and chatbot deflection strategies to reduce support demand and improve scalability• Partner with Product and Engineering to reduce defects, improve release quality, and address systemic customer issues• Deliver executive business reviews (EBRs) with operational, financial, and capacity insights• Hire, develop, and lead managers and senior support staff across tiersAchievements• Improved customer satisfaction (CSAT) to sustained 92–98%, highest on record• Reduced ticket volume 30–50% YoY through automation, self-service, and proactive support initiatives• Achieved 20–40% chatbot deflection, lowering staffing requirements• Maintained very low backlog while improving first response times to ~1 business hour• Built and executed capacity models that proactively identified Senior Tier 1 bottlenecks and informed hiring decisions• Reduced Tier 2 defect rate from ~23% to ~13%, decreasing escalations and support-driven product issues• Successfully led the organization through attrition and headcount reduction without SLA or CX degradation

Education

• The College of St. Scholastica

  Bachelor of Arts (B.A.), Computer Science

  1998 — 2001

Skills

• Windows
• System Administration
• T-Sql
• Microsoft Excel
• Coaching
• Visual Basic
• Integration
• Business Process Improvement
• Databases
• Customer Relations
• Data Analysis
• Crystal Reports
• Change Management
• Microsoft Office
• Software Development
• Team Leadership
• Software Project Management
• Crm
• Xml
• IT Management
• Database Design
• Vb.net
• Programming
• Software Documentation
• Database Administration
• Vendor Management
• Customer Service
• Business Intelligence
• Visual Studio
• Requirements Gathering
• Project Management
• Hris
• Testing
• Training
• Sharepoint
• Process Improvement
• Problem Solving
• Payroll
• Analysis
• Microsoft Sql Server