Admin & ServiceSenior
Customer Service Representative resume example — Senior
Sample summary for Stuart Fleming
Customer support manager with 9 years in B2B SaaS, leading teams of 15–20 and overseeing the full support function from staffing and tooling to quality assurance and CSAT programs. Known for building high-retention support teams and measurably improving customer health scores.
Key skills
Support Team ManagementCSAT & NPS ProgramsSupport Tooling (Zendesk, Intercom)Quality AssuranceWorkforce PlanningEscalation Policy DesignCustomer Health MetricsCross-functional Alignment
Sample experience
Customer Support Manager
Feb 2020 – Present
Monday.com · New York, NY
- •Manage 20-person global support team across US and EMEA, handling 2,000+ tickets weekly for a $14B work management platform
- •Drove team CSAT from 4.2 to 4.7 over 18 months by implementing structured QA reviews and bi-weekly coaching sessions
- •Reduced average first response time from 4.2 hours to 1.8 hours by redesigning ticket routing and SLA priority logic in Zendesk
Senior Support Lead
Mar 2015 – Feb 2020
Typeform · New York, NY
- •Led a team of 8 support specialists, managing performance reviews, hiring, and training for a rapidly scaling SaaS company
- •Built company's first support knowledge base from scratch, which deflected 31% of incoming support volume within 6 months
Tips for your Customer Service Representative resume
Support managers should quantify team size, ticket volume, and CSAT improvement — these are your KPIs. Tooling migrations (Zendesk, Intercom) and knowledge base initiatives are high-signal projects that show operational thinking, not just people management.
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