Kenny Fulton
Senior Support Manager @Firstup
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WORK HISTORY
Senior Support Manager @Firstup
Leading global Product, Technical, and Premium Support across 500+ enterprise customers, including Fortune 100 firms. Driving AI adoption, operational excellence, and cross-functional initiatives.• Reduced customer bug backlog by 56%(272 → 120) via structured CSUP reporting, Known Issue articles, and triage automation• Increased ticket deflection from 22% → 30%, saving 200+ tickets/month through optimised self-service and AI chatbot flows• Improved SLA attainment from 98.5% → 99.6% and reduced First Reply Time by 72% through AI-powered triage tooling• Cut total ticket backlog by 45% and reduced stale tickets (>90 days) by 59% using a stratified ticket management framework• Built and deployed the internal Support Toolkit (AWS-hosted) enabling sentiment analysis, Jira ticket generation, and ticket sampling and analysis for Quality Assurance. • Introduced role-specific KPIs across all functions, boosting ownership, coaching outcomes, and performance visibility• Worked cross-functionally to redesign the Customer Value Request (CVR) intake process and introduced Support Release Readiness scoring to reduce handoff delays, improve launch quality, and ensure Support was trained, tooled, and aligned before product GA
EDUCATION
Heriot-Watt University
BSc Information Technology, Internet Technologies, Programming, Multimedia Design,Management, Psychology, Mathematics
ABOUT KENNY FULTON
Hi, I’m Kenny – a senior support leader with 16+ years in SaaS, scaling global teams and embedding AI into real-world support operations. At Firstup, I\'ve built and led support functions tha serve over 500 enterprise customers, including Fortune 100 firms.I’ve developed high-performing teams across Technical Support, Product Support, Escalation & Incident Management, and Premium Support – maintaining best-in-class CSAT, SLA attainment, and team eNPS through high-growth and change. My focus is on building scalable systems – not just adding headcount. From launching self-service bots to creating an AI-powered Support Toolkit, I’ve embedded automation directly into our core workflows. These tools have reduced backlog, accelerated triage, and freed up engineers to focus on solving complex customer problems with empathy and precision.I lead with accountability and a deep respect for both customers and team members. I believe Support should be a strategic function – not just reactive – and I thrive in cross-functional environments, partnering with Product and Engineering to drive roadmap alignment, incident response, and continuous improvement.If you\'re working on scaling Support, embedding AI into day-to-day operations, or rethinking how Support drives business value – I’d love to connect!
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