Sarah Beattie
Revelstoke,BC
Summary
Solutions-oriented customer support leader with 4 years of SaaS experience and 7 years of management. Thrives working in high growth, fast-paced environments. Passionate about fostering opportunities for exceptional human experiences, providing value to customers and coaching growth. A dedicated team player that loves a challenge.
Overview
8
8
years of professional experience
Work History
Client Avocacy Lead
Absorb Software
07.2023 - Current
- Managed a team of 7 technical support specialists (CA1, CA2, CTS) North America and Australia. Team average solves surpassed target metrics by 15% with 96% CSAT. Supported team with client escalation calls as necessary.
- 97% Engagement Score on Absorber Employment Survey (100% on Communication, Leadership Excellence and Work Environment)
- Achieved +175% increase in efficiency by developing and executing a coaching plan an underperforming agent.
- Contributed to implementation of Omnichannel Routing in Zendesk and a new Incentive Compensation plan - which collectively resulted in 20% productivity increases across the department.
- Trusted as interim manager during PTO, serving as the point of contact for senior leadership and ensuring team stability, presented monthly metrics to Senior Leadership.
- Spearheaded cross-departmental iniatives: Product Sustainability Feedback Form, T0 Database Migrations, CS Stipulations for Sales
Global Support Operations Lead
Shopify
07.2022 - 05.2023
- Led a team of Operations Coordinators responsible for ensuring delivery teams have the systems, processes, resources, and tooling need to hit their KPIs and achieve their missions.
- Scope of work spanned teams like Shopify Plus Support, Retail Support, Key Account Support, SFN Support and more.
- Partnered closely with cross-functional teams like Workforce Management, Tech-Acceleration, Data Analytics, Merchant Success, Product, Sales and more to optimize the Support experience.
- Collaborated with management team to successfully redesign team structure to a shared service model, resulting in increased productivity by scaling processes and breaking down contextual silos.
Enterprise & Escalated Support Lead
Shopify, Logistics
08.2021 - 07.2022
- Identified segment need and spearheaded creation of a dedicated Enterprise Fulfillment Support team, securing buy-in from senior leadership and building the team from scratch. Concurrently managed an Escalated Fulfillment support team.
- Created and Led team Objectives and Key Results to align with Logistics products and Shopify's mission.
- Oversaw the delivery of exceptional service to merchants through tailored communication, customized workflows, and advanced inventory investigations. Developed and documented workflows, advocated for customer needs with internal stakeholders and third-party warehouse partners.
- Identified and resolved internal friction points across departments, collaborating closely with Planning, Product, and Operations teams.
Enterprise Merchant Experience Coordinator
Shopify, Logistics
09.2020 - 08.2021
- Partnered primarily with Enterprise Account Management and Warehouse Operations teams ensure seamless fulfillment experience for Shopify’s largest fulfillment merchants, from inbound to storage, outbounds and returns.
- Responsible for troubleshooting issues with the SFN App, liaising with developers and clients to ensure timely resolutions.
- Developed workflows to address business needs, including Wholesale EDI, internal warehouse transfers, and packouts.
Support Operations Coordinator
Arc'teryx Equipment
06.2019 - 09.2020
- Primarily responsible for improving the operational efficiencies for the Global After-Sales Support team
- Championed critical projects including the creation of an assessment training tool in partnership with cross-functional teams and successful project management of a secondary service center launch.
- Managed relationships with global repair partners, optimizing inventory levels for repairs and implementing an enhanced system for tracking materials.
Customer Experience Manager
Red Paddle Co
03.2016 - 06.2019
- Responsible for customer service and operations for North America, both B2B and B2C, while building and monitoring KPIs to achieve excellence in service standards.
- Recruited and onboarded permanent and season service staff. Developed SOPs and training materials to ensure consistent service delivery.
Education
Bachelor of Arts - Political Science
University Of British Columbia
Vancouver, BC2015
Skills
- People Leadership
- KPI Management (CSAT, NPS, QA)
- Customer Experience (SaaS, B2B, B2C)
- Process Improvement & Operations (Lean Six Sigma Yellow Belt)
- SaaS Support (Zendesk, Live Channels)
Timeline
Client Avocacy Lead
Absorb Software
07.2023 - Current
Global Support Operations Lead
Shopify
07.2022 - 05.2023
Enterprise & Escalated Support Lead
Shopify, Logistics
08.2021 - 07.2022
Enterprise Merchant Experience Coordinator
Shopify, Logistics
09.2020 - 08.2021
Support Operations Coordinator
Arc'teryx Equipment
06.2019 - 09.2020
Customer Experience Manager
Red Paddle Co
03.2016 - 06.2019
Bachelor of Arts - Political Science
University Of British Columbia
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