Matthew Meylikhov

About Matthew Meylikhov

As a customer operations leader, I’m driven by a singular idea: how customers interact with any company has to be focused on human-first. Every person we speak to has had a day. Some have been good, some bad, but they\'ve all had one. When people reach out for help they’re not just looking for an answer; they’re looking to be understood.That’s why I love building teams and orgs that don’t just “scale,” but grow better: more human, more intentional, more effective. Over the past 10+ years I’ve led teams of 10 to 100+ across SaaS and telehealth, building high-performing / high-empathy operations that balance service excellence with operational efficiency. I’ve launched AI-driven support channels (ZenDesk, Intercom, Zoom, HubSpot), automated QA systems (MaestroQA), intelligent routing and WFM (Workato, Assembled), and real-time KPI dashboards (Looker, Hex)- all in service of interactions that feel seamless, human, and built around the customer.Highlights- Achieved 40% self-service deflection and reduced operating cost to 0.85% of revenue in a high-growth support org- Delivered 55% resolution + 82% CSAT for AI chat, with 91% of live chats answered in <3 min / 62% resolved in <24 hours- Maintained 90% CSAT across global, multi-channel support teams (W2 + BPO) and increased overall SLA compliance from 3% to 76%.I’m at my best designing systems that feel invisible and human: mentoring leaders, resolving complex escalations, and building the connective tissue between Customer Experience, Product, and Ops with a customer-first mindset. My goal is to lead orgs where kindness and precision coexist, and where CX becomes a strategic advantage rooted in trust. I know I\'ve done my job right when support teams deliver outcomes that are not only fast and effective, but grounded in empathy, education, and advocacy.Outside of work, you’ll find me at a Jeff Rosenstock show, improving my pizza dough game, or watching movies while absolutely not updating my Letterboxd (rating is hard). If you\'re thinking about leveling up your customer experience, or looking for strategies to get your cat off your desk without distracting and derailing your Zoom calls, let’s chat.

Experience

1. Senior Manager, Technical Operations

   1Password

   Jan 2026 — Present

   Joined 1Password in a brand new strategic leadership role responsible for defining and executing the vision for the technical infrastructure, integrations, and data systems that power the Customer Experience organization (Support and Success). I am focused on leading the design, implementation, and continuous optimization of tools, workflows, and data pipelines that enable efficient, insight-driven operations aligned with company objectives - ultimately playing a pivotal role in shaping how technology, data, and automation fuel decision-making, ensuring solutions are strategic, scalable, and deliver measurable impact across the customer journey.Goal of the role is to to own the integration and evolution of core systems and workflows, ensuring the Customer Experience organization operates on a foundation of robust, interconnected, and data-informed technology. In my role I am focused on empowering other leaders and teams to make confident, evidence-based decisions, enhancing customer outcomes, improving operational performance, and enabling sustainable growth through proactive, technology-led innovation.

Education

• The New England Institute Of Art

  Associate's Degree

  2009 — 2010

• University of Massachusetts Dartmouth

  Undeclared, then Music Technology

  2006 — 2008

Skills

• Blogging
• Microsoft Office
• Editing
• Sound
• Photoshop
• Content Management
• Writing
• Audio Post Production
• Social Media Marketing
• Post Production
• Comic Book Lettering
• Adobe Creative Suite
• Project Management
• Film
• Microsoft Word
• Copy Editing
• Proofreading
• Podcasting
• Final Cut Pro
• Pro Tools
• Outlook
• Video Editing
• Publishing
• Powerpoint
• Microsoft Excel
• Copywriting
• Social Media
• Creative Writing