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Start for FreeMichelle Hancock
Director of Technical Support @Customer.io
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WORK HISTORY
Director of Technical Support @Customer.io
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
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.
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