The starting point
Basic weekday support. Minimal and outdated documentation. No mature macro library, QA program, or customer-feedback loop.
What I built
I worked with Compliance to create compliant customer responses and documented processes. I built hiring and training, implemented CSAT, created a review loop around customer feedback, built QA from scratch, added phone support for regulatory requirements, expanded reporting, and built the team around the function.
The less tidy part
Not every metric moved in a perfectly straight line, and low survey volume made weekly CSAT noisy. I care about saying that because this site is supposed to be useful, not magical. The real accomplishment was building a dependable function that could handle much more volume, support regulatory needs, and work well with the rest of the company.