Shay H

Support Director

Placer.AI • Período integral

Dec 2020 - Jan 2025 • 4 yrs 1 mo

Led global customer support operations at Placer.ai, overseeing support performance, tooling, and analytics for a B2B SaaS platform serving data-driven enterprise clients. Owned service quality, SLA frameworks, escalation paths, and cross-functional alignment with Product, Engineering, and Data teams. Established operational visibility through structured metrics, dashboards, and reporting that connected customer issues to product impact and operational load. Focused on building durable support systems rather than reactive workflows—standardizing processes, improving signal-to-noise in reporting, and enabling leadership to make informed decisions based on reliable operational data rather than anecdotal feedback

Support & QA

Totango • Período integral

Apr 2020 - Dec 2020 • 8 mos

Worked in a hybrid role, splitting responsibilities between customer support and quality assurance. As a support agent, handled customer-facing issues, troubleshooting, and workflow clarification for a B2B SaaS platform, developing a deep understanding of real user behavior and operational pain points. In parallel, took part in the QA process end-to-end, starting from early product design discussions, through development and validation, and continuing into production support. This included reviewing requirements, testing features throughout the development cycle, reproducing edge cases, and working closely with Product and Engineering to ensure issues were identified early and resolved before and after release. This dual role helped bridge product intent, development execution, and real customer impact.