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Results-driven Support Operations Leader with expertise in team development and operational efficiency. Proven track record in scaling support processes through effective queue management, SLA adherence, and data-driven reporting. Skilled in collaborating with Product and Engineering teams to enhance customer support experiences.

Exceptionally organized individual with strategic thinking skills and participatory leadership style. 20+ years of direct manager experience Strong executive communication skills Proven leadership skills & created and lead global teams (in hundreds) in 24/7 ecosystem and operations Extensive experience with people management Strong proficiency and ownership in Customer Satisfaction Metrics like CSAT, NPS, CES, etc.

As a Senior Manager, Customer Support at DocuSign, I lead a global team of technical customer support professionals who provide exceptional service and solutions to our SaaS clients. I have over eight years of experience in Customer Success organizations, with a focus on increasing productivity, customer satisfaction, and performance.

My core competencies include Process Improvement, Analytical Skills, and Consulting, which enable me to identify trends, propose and implement new and better ways to support clients, and manage critical escalations. I also have a Master of Arts (MA) in Marketing, Advertising and Public Relations, and a Master's degree in Professional Translation and Intercultural Communication, which help me to communicate effectively and collaborate with global teams and leaders across different functions and regions. My mission is to streamline procedures, optimize employee talent, and deliver high quality results.

Experienced management specialist with over 17 years of comprehensive experience overseeing technical support and critical incident command management. Proficient in leading dynamic teams, managing critical incidents and escalations and fostering customer success across various Salesforce clouds. Adept at collaborative problem-solving and maintaining operational excellence with varied & wide experience creating a teamwork spirit working along with different stakeholders across the organization with collective effort striving towards companies success. Highly motivated, with a strong sense of achievement and the willingness to both lead and contribute supportively to a dynamic team environment. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Kate Carter

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Senior Manager, Customer Support

Manager, Training Services (EMEA)

Senior Product Trainer

Training Specialist

Technical Account Manager, Vault

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BACHELOR OF ARTS - Psychology

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Senior Manager, Customer Support

Manager, Training Services (EMEA)

Senior Product Trainer

Training Specialist

Technical Account Manager, Vault

BACHELOR OF ARTS - Psychology

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