Ryan M.

Customer Support Lead @Boom Entertainment

I lead the full customer support function for Boom, driving operational excellence, team development, and customer satisfaction in the online gaming and fantasy sports industry- Team Leadership: Manage a growing team, including scheduling, hiring, training, and performance coaching. Increased first response time from 5 minutes to 30 seconds, reduced ticket close time from 1 hour to 8 minutes, and improved CSAT from under 60% to over 85%, while monthly ticket volume grew from 300 to 6-8k- Operational Excellence: Implement and optimize department structures, KPIs, and metrics. Create and maintain a comprehensive internal knowledge base, ensuring fast onboarding and eliminating knowledge gaps- Process & Automation Innovation: Introduce and refine automation that now handles 30% of live chats, freeing agents to manage more tickets. Develop self-service tools including help centers and “how-to-play” resources - liaising with multiple teams, QAing the site, and producing the majority of content- Customer Engagement & VIP Care: Act as point of contact for escalations and manage VIP relationships- Fraud Prevention & Payment Management: Conduct fraud analysis using external tools, introduce proactive security checks, and implement preventive measures that have saved thousands in wrongful payouts. Advise of best practices, assist in chargeback disputes, and manage relationships with third-party vendors and clients.Cross-Functional Collaboration: Partner with stakeholders and other departments to ensure alignment, process improvements, and company-wide efficiency.