Jonathan Sprague

About Jonathan Sprague

Versatile leader with 18+ years of experience in SaaS, telecommunications, technology, and contact center operations, specializing in Tier 2 & Tier 3 technical support, enterprise escalations, and customer experience management. Skilled at directing global teams, scaling support functions, and delivering follow-the-sun coverage to ensure consistent, high-quality service.* Proven success in transforming support organizations through process optimization, workflow automation, and advanced service models that reduce MTTR, cut inbound volume, and improve KPIs, including NPS, CSAT, and service levels. Recognized for building escalation frameworks, leading executive-level reviews, and restoring key customer relationships to strengthen retention and loyalty. Adept at collaborating with Product, Engineering, and Quality teams to influence roadmaps, accelerate resolution timelines, and enhance product stability.* Experienced in workforce planning, budget management, and developing scalable onboarding, training, and career growth programs that boost engagement and performance. Passionate about customer-first strategies, leveraging feedback and innovative technologies such as AI-driven tools and proactive monitoring to elevate customer experiences and enable sustainable growth.Areas of Expertise:* Customer Experience (NPS, CSAT)* Data-Driven Decision-Making* Tier 2 & Tier 3 Technical Support* Astute Communication* Enterprise Escalation Management* Cross-Functional CollaborationSelected Career Achievements:* Cross-Functional Collaboration: Forged strong partnerships with engineering, product, and QA teams to shape product roadmaps, provide actionable feedback on releases, and ensure seamless support readiness.* Team Development: Built enterprise escalation teams from ground up at RingCentral and Comcast, scaling operations to handle complex customer needs and driving consistent service excellence.

Experience

1. Manager Technical Support Services

   RevolutionParts

   Dec 2025 — Present

Education

• University of Phoenix

  Bachelor's Degree, Business Management

  2021

Skills

• Team Leadership
• Cross-Functional Team Leadership
• Business Process Improvement
• Collaborative Leadership
• Goal Analysis
• Team Motivation
• Self-Management
• Team Building
• Microsoft Office
• Customer Satisfaction
• Time Management
• Troubleshooting
• Technical Support
• Call Centers
• Telecommunications
• Customer Experience
• Management
• Voip
• Leadership
• Customer Service
• Process Improvement
• Contact Centers