Marc Kopczynski
Director / Sr. Manager, Technical Support & Customer Experience | SaaS, Global Support, CX Transformation
- Role
- Independent Contractor at DoorDash
- Location
- San Jose, CA, US
- LinkedIn followers
- 500 followers
About Marc Kopczynski
Customer Support and Customer Experience leader with 15+ years of experience building, scaling, and transforming global support organizations across SaaS and technology companies. I’ve led distributed teams across the U.S, EMEA, and APAC, delivering measurable improvements in customer satisfaction, service quality, and operational efficiency through process redesign, metrics, tooling, and talent development.My background spans enterprise and premium support models, global service operations, escalation management, and cross-functional alignment with Product, Customer Success, and Sales to drive customer outcomes and business growth. I’m particularly experienced in designing high-touch support programs, strengthening service delivery at scale, and developing high-performing teams.After a planned period focused on family caregiving, I am now pursuing senior leadership opportunities in Technical Support, Customer Experience, and Support Operations where I can help organizations scale service quality, strengthen customer relationships, and build exceptional teams.
Experience
Independent Contractor
Feb 2023 — Present · San Jose, CA, US
Independent contractor operating within the DoorDash logistics platform during a planned career pause to support family caregiving needs.Maintained strong customer satisfaction and on-time performance metrics in a fast-paced, app-driven environment. Recognized as a Pro Shopper and Platinum-tier contractor based on reliability and service quality.
Education
Heald College
Associate's degree of Computer Science, Computer Science
1992 — 1993
Skills
- Voip
- Customer Experience
- Troubleshooting
- Start-Ups
- Wireless Networking
- Team Management
- Leadership
- Crm
- Saas
- Enterprise Software
- Workforce Management
- Wireless
- Customer Relationship Management (Crm)
- Customer Service
- Outsourcing
- Change Management
- Product Management
- Business Process
- Solution Selling
- Coaching
- Voice Over Ip (Voip)
- Contact Centers
- Telecommunications
- Mobile Devices
- Os X
- Cloud Computing
- Team Building
- Management
- Call Centers
- Team Leadership
- Bpo
- Software Documentation
- Cross-Functional Team Leadership
- Strategy
- Training
- Customer Satisfaction
- Service Delivery
- Technical Support
- Salesforce.com
- Vendor Management
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.