Rachel Nagl
Director, Customer Support @ Folloze | CX & Support Operations | Leading Performance and Transformational Change
- Role
- Director Customer Support at Folloze
- Location
- Denver, CO, US
- LinkedIn followers
- 500 followers
About Rachel Nagl
I believe great support is about more than solving problems—it’s about making people feel seen, heard, and cared for. Over the past 10+ years, I’ve led support teams through growth and change while keeping the user at the center. As an early adopter of AI tools, I’ve embraced ways to improve support operations without losing the human touch. I focus on building thoughtful systems, empowering people, and creating experiences that truly help. I bring an optimistic, candid leadership style and thrive in collaborative, fast-moving environments.
Experience
Director Customer Support
Oct 2022 — Present · Denver, CO, US
As Director of Customer Support at Folloze, I lead global support operations for a B2B SaaS platform, combining strategic oversight with hands-on execution to ensure a seamless, high-impact experience for our users. I’m passionate about building systems that scale while staying deeply aligned with customer needs.Key highlights- Strategy + Ops: Own support strategy end-to-end—redesigning workflows, refining KPIs, and ensuring our operations remain efficient, agile, and user-first- AI + Service Cloud: Drove the implementation of Salesforce Service Cloud and integrated AI tools like Einstein to improve case management, streamline workflows, and enhance team productivity without losing the human touch- Cross-Functional Collaboration: Partner closely with Product, Engineering, and Marketing to ensure customer feedback informs product development and go-to-market strategy. Played a key role in the launch of Folloze’s AI content engine by aligning support processes and internal readiness- Folloze Academy: Spearheaded the creation and launch of Folloze Academy, a scalable customer education initiative designed to improve onboarding, increase product adoption, and reduce time to value. Developed curriculum strategy and collaborated cross-functionally to bring it to life- Change Management: Led multiple operational shifts, including building an offshore support team, transitioning to a digital-first support model, and rolling out internal tooling—ensuring alignment, clarity, and team engagement throughout- User-First Culture: Foster a culture of ownership, empathy, and continuous improvement. Champion feedback loops and proactive engagement to ensure evolving customer needs stay at the center of everything we do.
Education
American InterContinental University
Fashion Forecasting and Styling
2011 — 2011
University of Colorado Boulder
Bachelor of Arts (B.A.), Fine and Studio Arts
2010 — 2014
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