Danielle L.
Product and Technical Support Specialist | B2B SaaS & Healthcare | Human-Centered Support
- Role
- Product Support Specialist at Lexia Learning
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
About Danielle L.
Product Support Specialist with 7+ years in customer-facing roles and 3+ years in technical support in B2B SaaS. Currently supporting edtech platforms in high-impact environments, with a background in healthcare as a licensed mental health professional (crisis response, medical case management, and child therapy). I bring a human-centered, trauma-informed approach to technical support and am especially interested in how AI can elevate customer experience.
Experience
Product Support Specialist
Jan 2023 — Present · US
Lexia Learning is part of Cambium Learning GroupDemonstrate an AI-forward mindset by continuously seeking ways to improve efficiency, consistency, and quality in support workflows through better documentation, tooling, and use of emerging support technologies. Serve as a technical support and enablement resource for a large-scale SaaS platform, owning complex customer issues end-to-end across chat, email, and phone in a high-volume support environment (250+ weekly interactions).Apply structured troubleshooting and systems thinking to investigate complex platform behaviors, identify root causes, and resolve issues efficiently, balancing speed, accuracy, and customer impact.Act as an escalation point for customer and internal teams, coaching peers on investigation strategies, pattern recognition, and effective use of internal tools and documentation to resolve complex cases.Partner cross-functionally with Engineering and Product Managers to reproduce issues, synthesize customer feedback, and contribute to product and process improvements that reduced friction and repeat contacts.Leveraged knowledge base content, internal tooling, and data from recurring issues to improve self-service outcomes and inform proactive support workflows.Assist with maintaing SOPs, internal training materials, and customer-facing documentation with a focus on clarity, reusability, and scalability, helping the team work smarter and reduce manual effort.
Education
DataCamp
Information Technology
2022 — 2023
Mississippi College
Master of Science - MS, Mental Health Counseling/Counselor
California Southern University
Non-degree Track, Marriage and Family Therapy/Counseling
Cisco Networking Academy
Computer and Information Sciences and Support Services
University of Mississippi
Bachelor of Arts - BA, Psychology
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