Support & CX Operations Leader · Boston
Hi, I’m Andy.
15 years in support and CX, from answering tickets myself to running the operation. My approach: when customers keep getting stuck, find out why, then build the thing that makes it stop.
How I work
Hands-on, detail-loving, and close to customers.
Configuring the stack
Owner-level in Zendesk, ChurnZero, Intercom, and Forethought, so the fix gets built, not requested.
Working the data
Digging into tickets and taking the hard escalations to find out why customers get stuck.
VoC into product
Turning what customers say into roadmap priorities, then closing the loop with the people who said it.
Coaching people up
Player-coach who defined levels and promotion criteria and coached 7 ICs into first-time management.
Selected work
Projects that made things easier.
A mix of CX strategy, operations, and the systems behind them — for customers and the teams supporting them.
AI Chatbot & Self Service Transformation
Embedded an AI chatbot that answers 60% of tier-1 questions from 700+ articles, videos, and guides — cutting contact rate nearly in half and deferring 4–6 hires while the business grew.
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Scaling Teams with Purpose
Led a collaborative effort to define our team values and live by them — building a culture of growth and ownership, with many team members promoted from within.
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Personalized Customer Communications
Led retention strategies using customer health data and proactive, personalized communication — a “month-in-review” email and personalized video that drove a 2× click rate over plain text.
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Customer Onboarding & Enablement
Rebuilt customer onboarding with automation, health scoring, and alerts — cutting it from 60 to 40 days with a smaller team — and launched a LearnWorlds academy that reached 1,000+ learners in six months.
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Voice of the Customer & Reporting
Turned NPS, surveys, and severity scoring into synthesized insight that shaped decisions — and built the reporting behind it — contributing to 70+ NPS at Gazelle and top-tier partnerships with Indeed (Workable) and eBay (Gazelle).
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Redesigned Unboxing Experience
Led a packaging redesign at a key early onboarding touchpoint — lifting conversion 4+ points and cutting costs 6%, with no increase in shipping damage.
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Technology Implementation & Ownership
Led the migration to Zendesk and personally owned the team's tech stack — custom workflows to track ticket topics, integrations for smooth collaboration, and customer-context data for proactive support.
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Hey Vitae: An AI Product, Built End to End
Designed and built a job-search platform from architecture to UX — interview rehearsal, resume feedback, and role matching — with AI that emphasizes what you've done and never invents it.
More detailsLeadership & results
Support is part of the product.
Built and led a remote, international team of 25 over nine years at Workable, growing from IC to VP across Support, Customer Education, and Digital Success, and coaching 7 ICs into first-time management.
What people say
Trusted by the leaders I've worked with.
Andy is a star, and the main reason Customer Service is one of Workable's main competitive advantages.
If you're building a team to deliver an awesome experience, forging new ground in a resource-constrained environment, you want to count Andy in.
Andy understands our products, customers, and teams at an unparalleled level — with an ability to create efficient processes that help everyone perform at their best.
About me
I joined Workable as an early support hire, answering tickets myself, and stayed nine years as it grew from $2M to $50M ARR, going from IC to VP of a 25-person Support, Customer Education, and Digital Success team across four countries. Before that, I led customer experience at Gazelle through 10× growth.
Since Workable, I’ve taken a development sabbatical: an MBA from Boston University (High Honors), AWS and Google AI certifications, and contract work evaluating AI model outputs. I’ve seen where AI holds up and where it quietly fails. The goal, for me, is letting it handle the repetitive work so people have more time for the moments that need a human.
Now I’m looking to bring that back to a company that treats support as part of the product.
Outside of work, I’m a few things at once:
Building on the side
Small products that keep me hands-on with AI. They run lean and fit around a full-time role.
- AI demos
Interactive, agentic prototypes of where CX is heading.
- Hey Vitae
Interview practice and resume feedback for job seekers.
- Jarmer
A shared to-do list for households, right on the lock screen.
- FunctioningHQComing soon
Proactive support where a person approves every reply.
Let’s talk.
Open to support, success, and CX operations roles, and always up for a good conversation. Reach out anytime.