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Derek P
@derek_paw
VP Customer Success Support
Canadá
Inglês, Alemão
Sobre mim
I am a Customer Success and Support executive with over 10 years of experience leading global, remote teams at high-growth tech companies like Shopify and Wix. I have a proven track record of building and scaling CX organizations from the ground up, serving thousands of merchants worldwide. I am passionate about turning customer experience into a growth lever through data, coaching, and operational rigor.
Habilidades
Derek P
offline •
Tempo médio de resposta: 1 hora
Conheça meus serviços
Design de Criadores de Site
I will build a responsive wix studio website
Experiência profissional
Wix
Período integral • 12 yrs 5 mos
Senior Director of Customer Support (Self-Service)
Apr 2023 - Apr 2026 • 3 yrs
Led a 30-person team across Knowledge Base and Chatbot Conversational Design departments. Oversaw content for 4M+ monthly readers in 13 languages and managed the Wix Care Chatbot, achieving a 50%+ deflection rate. Bridged conversational design with agentic AI capabilities, resulting in a 23% reduction in support interactions per user.
Director of Quality Management (Customer Support)
Feb 2022 - Apr 2026 • 4 yrs 2 mos
Led a 15-person Quality Insights team overseeing performance standards for 1,500+ global agents. Built a quality management system that improved CSAT by 10 points (85% to 95%) and NPS by 20 points. Managed quality framework design, audit programs, and compliance monitoring to drive measurable customer outcomes.
Director of Performance Improvement (Customer Success)
Jan 2021 - Apr 2026 • 5 yrs 3 mos
Established the Mentors program, growing a team of 50 coaches to support the global contact center. Designed 6-week coaching cycles that improved CSAT by 5 points and NPS by 10 points while reducing voluntary attrition. Managed coaching for individual agents, Team Leads, and outsourced partners.
