01
Service Operations Transformation
Redesigned support workflows, introduced frontline leadership structures, and used workforce data to improve resource planning and service delivery.
Michael Lee / Operations & Technology Leader
Turning complexity into clarity.
I build better teams, modernize operations, and use technology to improve how businesses serve their customers.
Director of Technical Support | Customer Operations & Service Transformation
01About
A systems thinker. A people-first leader.
My work connects people, technology, and operational performance. I build and lead remote support teams, creating structures that help people solve problems, improve customer experiences, and deliver consistent results.
I approach leadership with a focus on clarity, accountability, and continuous improvement. Whether I'm developing teams, redesigning workflows, or introducing new technology, my goal is the same: create systems that work better for the business and the people who depend on them.
02Selected Work
Selected work.
A look at the systems, programs, and operational improvements I've helped build.
02
Proactive Customer Retention
Developed a proactive review program using customer risk signals to identify recurring problems, coordinate interventions, and reduce avoidable friction.
03
AI & Support Automation
Piloted conversational AI and automation workflows to evaluate opportunities for faster resolution, smarter routing, and more efficient support.
04
Data-Driven Leadership
Developed operational reporting, performance dashboards, and capacity models to turn service data into practical business decisions.
03Experience
From frontline experience to operational leadership.
Leading teams, improving systems, and translating operational challenges into practical solutions.
Professional Experience
Director of Technical Support
Mad Mobile | May 2026 – Present
Leading technical support strategy, service transformation, operational performance, customer retention initiatives, and cross-functional improvement.
Customer Support Supervisor
Mad Mobile | May 2024 – May 2026
Led frontline service delivery, team coaching, operational performance, customer escalations, and support process improvements.
Customer Support Team Supervisor
BlueToad | August 2018 – March 2024
Built and managed a remote contact center. Led a team of 12 support specialists, established performance and quality standards, and drove improvements in training, workflows, and technical support operations.
Earlier BlueToad experience: Technical Support, Quality & Education | 2012–2018
Core Capabilities
Operations Strategy
Workforce planning, service design, performance management, and operational efficiency.
People Leadership
Team development, coaching, accountability, and organizational structure.
Customer Experience
Service quality, customer retention, escalation management, and relationship improvement.
Technology & Analytics
AI adoption, workflow automation, reporting, forecasting, and decision support.
Tools & Platforms
- Salesforce
- Zendesk
- Dialpad
- Sigma
- Microsoft Excel
04Perspectives
Perspectives.
How I think about operations, technology, and leadership.
05Contact
Let's solve something meaningful.
I'm always interested in connecting with people who are improving operations, building great teams, or exploring better ways to use technology.