BIGCOMMERCE
Technical Lead
OCT 2024 — PRESENT
Technical Lead
May 2026 — Present- Lead a team of 8 CSS support agents, conducting monthly one-to-ones, behavioural coaching and improvement planning.
- Review client-facing interactions to identify coaching opportunities and improve individual and team KPI performance across support channels.
- De-escalate sensitive merchant issues ranging from SMB customers to Fortune 100 enterprise clients escalated to leadership.
- Report team performance and analysis to executive leadership, collaborating with Workforce Management using Salesforce and Five9.
Senior Support
May 2025 — May 2026- Handled complex escalated merchant cases, diagnosing platform-level issues through deep product knowledge and engineering collaboration.
- Investigated, documented and formally reported software bugs contributing to product improvement.
- Mentored Tier 1 agents through platform walkthroughs, troubleshooting methodology and quality guidance.
Technical Support Specialist
October 2024 — May 2025- Delivered 24/7 multi-channel support across phone, email and simultaneous live chats.
- Managed approximately 80–150 tickets per week while maintaining 95%+ CSAT.
- Resolved complex issues spanning platform architecture, payments, DNS, integrations and web technologies.
- Ran product demonstrations for prospective and existing merchants.