Zachary Lee
Director of Support @Prestosports
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WORK HISTORY
Director of Support @Prestosports
Louisville, KY, US
Coordinate strategy, operations, and talent development for the global Support/Experience organization• Drive AI adoption across the Help Center and Support stack (Confluence AI, Intercom Fin), reducing inbound volume by 15% in the first month• Track CSAT via Salesforce surveys, manage escalations, and maintain an 85%+ satisfaction range (currently 93%)• Establish and implement KPIs that guide Support performance, quality, and customer outcomes• Lead an 8-person team across web, streaming, and digital media workflows• Achieved an 86% reduction in total inbound/open support volume and a 65% YoY decrease in case age through automation and process improvements• Utilize OpenAI (ChatGPT-4/5) to refine Salesforce Quick Replies and produce clearer, more proactive Status.io messaging• Improve Customer Experience through targeted Pendo in-app guidance and scalable customer education programs
EDUCATION
University of Louisville
Bachelor of Science (BS), Sport Administration
Jefferson Community and Technical College
Associate of Arts (AA), General
Louisville Eastern High School
High School Degree, General
SKILLS
ABOUT ZACHARY LEE
I’m a people-first, tech-driven leader who thrives at the intersection of customer experience, sports, and innovation. As a Director of Support, I lead with a player-coach mindset, building teams, developing people, and driving process improvements that enhance the experience for both customers and the humans supporting them.I’ve spent my career modernizing support operations, launching AI-driven solutions, influencing product strategy, and building scalable systems across sports tech organizations like PrestoSports and Hudl. Whether it’s rolling out Intercom Fin, improving CSAT, or reducing support volume, my goal is always the same: create reliable, human-centered experiences that help teams win.Beyond work, I stay rooted in high school athletics as a video production teacher and digital media leader at Kentucky Country Day School, helping students unlock skills that can become college majors or careers.At the end of the day, I’m driven by family, fueled by curiosity, and always looking for new ways to combine people leadership, technology, and sports to create meaningful impact.
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