Tom Epps
Customer Support Specialist
Ottawa,Ontario
Summary
Experienced operations and technical support professional with over a decade of leadership across hospitality, e-commerce, and SaaS environments. Skilled in troubleshooting complex issues, managing escalations, and producing clear technical documentation. Proficient in cross-functional collaboration, platform optimization, coaching, and performance analysis. Passionate about delivering impactful support experiences and scalable solutions. Recently launched a self-directed e-commerce brand, gaining hands-on exposure to tooling, fulfillment, and digital workflows.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Customer Support Specialist
Fullscript
02.2024 - Current
- Resolve technical issues and platform inquiries using CRM (Gladly), internal documentation, and toolsets to support users effectively and empathetically.
- Collaborate closely with Technical Support, Finance, and Legal teams to triage and escalate specialized issues, ensuring prompt and accurate outcomes.
- Lead team enablement on new features during support conversations, surfacing product improvements proactively.
- Mentor peers in platform engagement and customer communications, strengthening feature adoption.
- Consistently exceed performance benchmarks: volume, CSAT, QA audits, and feature promotion metrics.
- Key tools: Gladly, internal tooling, documentation systems, SOPs
Social Media & Marketing Coordinator
El Camino Restaurant Group
12.2023 - Current
- Designed and executed multi-platform social campaigns aligned with brand initiatives. Cikke
- Presented monthly analytics reports to leadership, enabling data-driven marketing strategy.
- Ensured cohesive cross-channel messaging by partnering with internal stakeholders.
Assistant General Manager & Regional Beverage Director
CRAFT Beer Market
01.2020 - 11.2021
- Managed day-to-day operations of a high-volume restaurant; forecasted budgets, tracked KPIs, and improved labor efficiency using internal dashboards.
- Acted as liaison between regional leadership and store-level teams to align goals and drive consistency.
- Spearheaded the successful launch of a new location, onboarding 120+ team members and designing Standard Operating Procedure to sustain performance.
- Led coaching sessions and staff development with a focus on operational excellence and growth.
Education
High School Diploma -
Rockland District High School
Rockland 05.2001 -
Skills And Tools
- Software: ChatGPT, Excel and Google Sheets (advanced), POS systems, inventory software, scheduling tools, Procreate, Adobe Cloud
- Technical skills: Advanced user of macOS with strong familiarity in productivity tools, system settings, and application support
- Documentation: Creation of standard operating procedures, technical instructions, and workflow guides
- Analytics: Sales reporting, budget forecasting, labor optimization
- Communication: Cross-functional collaboration, team development, performance reviews
Timeline
Customer Support Specialist
Fullscript
02.2024 - Current
Social Media & Marketing Coordinator
El Camino Restaurant Group
12.2023 - Current
Assistant General Manager & Regional Beverage Director
CRAFT Beer Market
01.2020 - 11.2021
High School Diploma -
Rockland District High School
05.2001 -
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