Rachel Lytton

About Rachel Lytton

I am strategic leader with a professional mission to help others exceed and innovate in Life Sciences and STEM fields. With extensive experience in the fields of customer support leadership, I accelerate organizational performance through effective team management and strategic planning. From leading multichannel life sciences software support to managing scheduling and logistics for CAR-T immunotherapy products, my ability to dive into the details and step back to deliver long-lasting results over time. I believe in developing high performing teams through hiring, coaching, and performance development using human-centered approaches. I believe exceptional customer support is a competitive advantage and drives profitability through customer retention. I am always open to collaborating, mentoring and sharing insights, so feel free to reach out to me to connect! Read my blog content on my website: Success and Science: Customer Support, Team Leadership, Strategic Planning, Life Sciences, Project Management, Customer Management, Issue Resolution, Process Improvement, Change Management, Written & Verbal Communications, Customer Audits, System Administrator, Zendesk, CRM, ERP, GXP/GMP/GCP

Experience

1. Global Support Director

   Dot Compliance

   Nov 2025 — Present · Seattle, WA, US

   I lead the Global Support organization for an AI/eQMS SaaS company (~500 customers, thousands of users), overseeing daily operations across regions while driving global strategic initiatives to deliver an enterprise-grade support experience. I manage a team of 13, implement process and technology improvements to reduce customer effort, and partner with Product, Engineering, and regional leaders to scale both technology and organizational capabilities. Early wins include updating global case routing to balance workload across regional teams and initiating the rollout of 24/5 and 24/7 support by year-end.

Education

• Boston University

  Master of Business Administration - MBA

  2021 — 2023

• University of Oregon

  Environmental Science with Honors, Ecology and Evolutionary Biology

Skills

• Microsoft Dynamics Nav
• Jmp
• Biological Monitoring
• Filemaker
• Data Analysis
• French to English
• Statistics
• Strategic Planning
• Arcgis
• Windows
• Powerpoint
• Microsoft Excel
• English
• Database Design
• Flora & Fauna
• Environmental Policy
• Customer Service
• Environmental Awareness
• Budgets
• Environmental Issues
• Interpretation
• Technical Writing
• Microsoft Office
• Environmental Science
• Gps
• Public Speaking
• Research
• Teaching
• Community Organizing
• Communication
• Microsoft Word
• Project Coordination
• Environmental Compliance
• Editing