Mathias D.
Customer Support & Retention Marketing Leader | 10+ Yrs in CX, Automation & Lifecycle Strategy | SaaS, Ecommerce & CPG Expert
- Role
- Customer Experience & Ecommerce Manager at Every Man Jack
- Location
- Delray Beach, FL, US
- LinkedIn followers
- 500 followers
About Mathias D.
I build and operate scalable customer experience operations for ecommerce brands, with a…
Experience
Customer Experience & Ecommerce Manager
Apr 2020 — Present · Mill Valley, CA, US
Delivered customer satisfaction ratings in the 99th percentile by leading empathetic, efficient support primarily through email, SMS, and live chat.• Built advanced macros and AI-suggested replies in Gorgias, automating common inquiries and reducing ticket volume by 40%.• Oversaw customer service workflows, resolved escalations, and delivered high-quality service aligned with brand values.• Implemented AI-based ticket routing in Zendesk and Gorgias to prioritize by urgency and sentiment, reducing first-response time by 35%.• Created and managed a Help Center to enhance self-service and reduce inquiry volume.• Used AI insights to optimize Help Center content, resulting in a 25% drop in repeat tickets.• Implemented automation strategies in Zendesk and Gorgias to streamline support operations and increase efficiency, demonstrating a strong technical aptitude and problem-solving skills.• Led monthly reporting on customer support metrics for the CEO and executive team.• Participated in high-level marketing strategy meetings to align customer insights with brand growth initiatives.• Processed replacement orders via Shipstation and coordinated with 3PL partners to ensure timely fulfillment.• Reported recurring customer issues, contributing insights to reduce friction and improve service.• Contributed over to sales annually by getting to know customers and recommending products.• Collaborated with operations to streamline 3PL coordination, fulfillment, and post-purchase experience.• Assisted in segmentation strategies and lifecycle campaigns to improve retention and customer LTV.• Analyzed customer feedback to inform product development and support strategies.
Education
Lewis-Clark State College
Bachelor's degree
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