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.
Use this example as a starting point. Pick a template, customize, download.
Preview in all templates
Related examples