Nov 2025 – Present · 6 mos · Toronto, Ontario, Canada · Remote

May 2024 – Nov 2025 · 1 yr 6 mos · Toronto, Ontario, Canada · Remote

• Contribute to continuous improvement; Within my first six months, I optimized workflows by introducing an effective tagging system in Intercom, streamlining team operations, and enhancing customer feedback loops for better efficiency and communication.
• Prepare and deliver monthly reports to the product team, analyzing chat volumes and key topics to identify trends while providing actionable UI/UX recommendations to enhance platform usability and customer satisfaction.
• Collaborate with the Revenue Operations Team; Reduced data clutter within HubSpot CRM and improved system usability for cross-functional teams by auditing and removing over 1,000 unused lists, outdated reports, and 45 dashboards.
• Create automated workflows in Intercom and Zapier to streamline support processes, reducing manual tasks and improving team efficiency.
• Validate and triage bug reports, ensuring only actionable issues are escalated to engineering, reducing team workload and improving resolution efficiency.
• Training and onboarding new hires, equipping them with the tools, processes, and product knowledge needed to succeed quickly.
• Address customer inquiries, troubleshoot technical issues, and ensure a seamless experience with the AgencyAnalytics platform, contributing to high customer satisfaction.