Jake N.

WORK HISTORY

ABOUT JAKE N.

With 8+ years across SaaS product support operations, I\'ve carved out a niche supporting b2b clients with technical escalations to get the most value out of the product. While we can\'t always prevent a technical issue from occurring in the first place, my guiding principle is that I can ensure that clients will always receive a great support experience and through my effective communication, reasonable steps towards resolution that ultimately builds client trust in the brand. I am trusted in escalated scenarios, where outcomes matter, such as in hospitality and healthcare, online safety and brand suitability. I achieve success through a mixture of soft and hard skills, such as effective communication and Zendesk ticket management, to stay organized and efficient day in and day out. In addition to my deep experience with Zendesk, I\'ve been instrumental as part of the product lifecycle using Jira, in creating JSON prompts with policy specs to instruct AI models and using SQL queries to track harmful content spikes related to news event trends and visualizing in Domo to communicate insights and implement stopgaps such as regex blocking. I\'m especially motivated by roles that sit in the intersection of support and product, where I can use my strategic thinking to iterate and optimize systems and processes that allow us to scale with an eye towards removing \"waste\". Delivering the people focus on the ux is the honor of my career.