Zachary Wales
Senior Manager, Customer Support & Technical Operations @Jellyfish
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WORK HISTORY
Senior Manager, Customer Support & Technical Operations @Jellyfish
Lead a multi-tiered technical support organization with 3 team leads overseeing Support Specialists and Forward Deployed Engineers* Established data-driven support operations including implementation of Zendesk ticketing system, KPI tracking, and reporting metrics* Developed comprehensive onboarding, training, and career progression frameworks for support team members* Serve as key stakeholder between Support, Product, and Engineering, ensuring customer needs influence product development* Successfully reintegrated Forward Deployed Engineering (L3 Support) team in early 2025, maintaining operational excellence during leadership transition* Created and standardized cross-departmental processes to improve efficiency and collaboration
EDUCATION
Berklee College of Music
Bachelor's degree, Music Business/Management
SKILLS
ABOUT ZACHARY WALES
Senior Engineering and Product Manager specializing in technical integrations, client solutions, iterative problem solving and product prioritization with 8+ years of broad-based experience. Leading and training engineers, building client relationships with easily understood technical details, as well as hands-on scoping and coding have allowed my teams and projects to exceed expectations in functionality, time and budget.
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