Michelle Hancock

About Michelle Hancock

I thrive in ambiguous, fast-scaling environments where there\'s no existing playbook — I do my best work when I\'m building alongside sharp, curious people, pressure-testing ideas, and turning collaborative thinking into operational reality.

Experience

1. Director of Technical Support

   Customer.io

   Aug 2022 — Present · Sarasota, FL, US

   AI-Driven Support Innovation: Spearheaded the integration of AI in support, achieving a 50% ticket deflection rate and saving 80+ agent hours weekly, significantly enhancing productivity and customer satisfaction.Customer Success Expansion: Scaled chat support to 24/5, raising CSAT to an impressive 99% and doubling survey participation, showcasing an unwavering commitment to customer engagement and excellence.Escalation Reduction: Reduced escalations to Engineering by 63% within 30 days by implementing a redesigned triage process, maximizing efficiency and team expertise.Revenue Impact through Support: Contributed to a ARR increase through a strategic ticket referral process, reinforcing Support as a vital revenue driver across the organization.Cross-Functional Collaboration: Led a company-wide Zendesk implementation, enhancing cross-departmental insights and collaboration, driving more informed product and support strategies. Reduced ticketing costs by 50%.

Education

• University of Richmond

  Study Abroad Program, American Studies

• The University of Edinburgh

  Master of Arts (M.A.) American Studies