Wiktoria W. Surowka

About Wiktoria W. Surowka

Passionate about transforming support operations into strategic pillars for product excellence. As a seasoned leader, I specialize in cultivating collaborative relationships between Product, Engineering, and Member Support, driving innovation, driving automations, elevating customer advocacy, and enhancing the internal agent experience.

Experience

1. Senior Manager of Product Support Advocacy

   Headspace

   Oct 2023 — Present · Santa Monica, CA, US

   Modernized AI & Automation InfrastructureLed the transition from a declarative self-service solution to a fully generative AI-powered experience, achieving an early ~55% containment rate and increasing agent efficiency through reduced response and resolution times. Rolled out Zendesk CoPilot and Crescendo.AI, introducing new AI workflows, training and feedback programs, and thoughtful adoption pathways for support teams. Owner & Product Manager of the Zendesk EcosystemMigrated and unified customer support tools to improve efficiency and enhance internal reporting. Reduced response times through optimized routing and priority assignment. Supported 7+ teams by designing and improving workflows, automations, and overall system governance. Conducted a full audit and rebuild of the Zendesk instance, eliminating years of complexity and establishing scalable long-term maintainability. Expanded Triage & Product Support InfluenceLaunched a streamlined triage process for Providers, addressing visibility gaps, unclear escalation paths, and fragmented communication. Designed and implemented a company-wide Escalation Pathway Refresh, improving consistency and cross-functional resolution while securing executive alignment on ownership and prioritization standards.🤝 Cross-Functional & Strategic LeadershipStrengthened partnerships across Product, Engineering, Member Support, Care, Provider Ops, and Client Success. Championed organizational AI readiness through demos, training, and strategic recommendations. Team Leadership & DevelopmentEmpowered support agents with tools and workflows enabling independent troubleshooting, reducing escalations to engineering and improving customer satisfaction. Grew a high-performing team into independent domain owners across Zendesk administration, provider operations, and technical workflow development.

Education

• University of California, Santa Barbara

  Bachelor of Arts (B.A.)

  2013 — 2017

Skills

• Marketing
• Asana
• Employee Training
• Qualtrics
• Game Day Operations
• Research
• Communication
• Adobe Photoshop
• Microsoft Excel
• Powerpoint
• Microsoft Word
• Team Leadership
• Social Media
• Creativity Skills
• Time Management
• Event Planning
• Customer Service
• Community Outreach