Daniel Tagbo

I’m a Customer Support Manager with 6+ years of experience leading remote support operations for SaaS and digital product companies. I specialize in building structured, high performance support systems that improve customer satisfaction, team efficiency, and retention. I’ve led and mentored support teams, onboarded and trained new agents, and implemented SLA frameworks that improved response times by 30%+ while maintaining 95%+ CSAT. I’ve overseen escalation workflows, reduced recurring ticket volume through documentation optimization, and partnered directly with founders and product teams to translate customer feedback into product improvements. My approach combines empathy with operational discipline, setting clear KPIs, monitoring performance dashboards, refining macros and workflows, and continuously improving first-contact resolution rates (80%+). I believe support is not a cost center, but a strategic growth function that drives retention and brand trust. I thrive in remote environments where ownership, accountability, and measurable impact matter. I’m seeking a Customer Support Manager or CX Lead role where I can scale teams, optimize systems, and build world class customer experience operations.