Customer
Support
Company
SimplyTest
Year
2026Year
2025–present
Overview
Design a support model that preserves customer relationships while making ownership, specialist escalation, and future staffing needs clearer.
I led demand analysis, service design, documentation, phone-system evaluation and migration, team training, and HubSpot service workflows. The work connected organizational decisions with the systems needed to carry them out.
Actions Taken
Demand & Organizational Design
Analyzed two months of substantive inbound support to understand issue mix, workload, ownership, and capacity. Designed four tiers spanning self-service, routine intake, Account Manager or specialist resolution, and leadership escalation.
Accountability & Handoffs
Defined one customer-facing owner, a clear next step, regional coverage, fallback rules, and escalation paths across commercial, clinical, laboratory, finance, and operational teams.
Systems & Change Management
Led the RingCentral transition through evaluation, recommendation, number porting, configuration, testing, training, and companywide cutover. Connected call activity with HubSpot tickets, named callback owners, notifications, account context, and resolution tracking.
Results
A documented service model and accountable phone-to-ticket workflow created the foundation for clearer follow-up, specialist escalation, coverage, and future dedicated support staffing.
The work combined strategy, cross-functional implementation, training, and governance around a practical operating principle: one owner and one clear next step for the customer.
Selected SimplyTest artwork will be added here.