Paul Semple
Customer Success Expert
- Role
- Customer Service Manager at Smithey Ironware Company
- Location
- Charleston, SC, US
- LinkedIn followers
- 500 followers
About Paul Semple
Agile and technologically adept Experience and Delivery Manager. 8 years of experience…
Experience
Customer Service Manager
Feb 2025 — Present · Charleston, SC, US
Driving efficient, high-quality customer support in a rapid-growth DTC eCommerce environment. • Oversee day-to-day customer service operations across email, chat, and social platforms using Re:amaze, ensuring timely and accurate support. • Improved average first response time by 34%, and increased resolution efficiency while sustaining high CSAT and low escalation rates. • Collaborate with operations, fulfillment, and marketing teams to streamline post-purchase workflows, reduce inbound volume, and enhance the end-to-end customer experience.
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