Joshua McKie
Squad Leader (Manager) @Mighty Networks
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WORK HISTORY
Squad Leader (Manager) @Mighty Networks
Led a team of 7 advocates, fostering professional growth through bi-weekly check-ins focused on futurecareer goals, Intercom SLA metrics, and QA performance.o Operations & Process Improvement• Implemented and optimized procedures for escalation tracking, bug tracking, and meetingSLA metrics to improve operational efficiency and customer satisfaction.• Designed and rolled out a comprehensive Quality Assurance procedure ensuringconsistent performance and high-quality customer support across the team.• Streamlined communication by reorganizing team channels and creating dedicated spacesfor strategy collaboration.o Leadership & Management• Facilitated team alignment by leading daily stand-ups and weekly team meetings,enhancing communication and collaboration.• Collaborated cross-functionally with the Technical Team and Strategy Team, creatingdedicated spaces for open communication and knowledge sharing.• Managed dynamic scheduling needs, balancing time-off requests while maintaining teamproductivity and service levels.• Supported team members holistically by addressing personal challenges when necessary,contributing to a positive and supportive work environment.o Customer Success• Served as the primary point of escalation for complex customer issues, providingpersonalized support and ensuring timely resolution.• Designed and delivered various internal training
EDUCATION
Santa Clara University
Bachelor’s Degree, Communication, General
SKILLS
ABOUT JOSHUA MCKIE
I’ve always been driven by two things: competition and connection. Growing up, baseball was my world—I spent 11 years on the field, learning how teamwork, strategy, and grit could turn challenges into victories. That walk-off hit in my final game was more than a win; it was a lesson in closing one chapter and stepping boldly into the next.That competitive spirit now fuels my career in customer success and team leadership. At Mighty Networks, I lead a team of advocates, helping customers unlock value while mentoring my team to reach their full potential. Before that, I honed my client success skills at 99Pledges, where I drove retention, solved complex problems, and learned that great relationships—whether with clients or teammates—are built on trust and results.I’m passionate about solving problems, managing and growing teams, and finding new ways to deliver outstanding customer experiences. Whether it’s streamlining a process, turning around a challenging account, or coaching someone toward their next career milestone, I thrive where people and strategy intersect.Outside of work, you’ll find me traveling, staying active in the gym, and seeking out experiences that push me to keep learning—because growth doesn’t stop when the workday ends!
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