Jeni Ho

Customer Experience & Support leader with 15+ years in CX and Support, 11+ years in people management, and 6+ years at the Director level across 6 high-growth SaaS startups. Proven track record of inheriting underdeveloped support functions and transforming them into efficient, metrics-driven operations. Deep expertise in team development and coaching, CRM and AI tool implementation, escalation framework design, and driving measurable improvements in CSAT, response times, and operational efficiency. Adept at cross-functional collaboration with Product, Engineering, Customer Success, and executive leadership.