Senior Customer Experience and Technical Support Professional

Provide first-line technical support through phone, chat, and remote-support tools for hardware, software, connectivity, and access-related issues. Communicate technical information clearly to customers with varying levels of technical experience.

Manage support cases from intake through resolution, documenting concerns, troubleshooting steps, outcomes, and follow-up requirements. Prioritize competing requests and escalate complex issues according to established procedures while meeting service-level expectations in a fully remote environment.

Coordinated services, staffing, communication, and problem resolution across residential programs serving individuals with complex needs. Responded to urgent concerns and competing priorities using sound judgment and appropriate escalation.

Maintained accurate documentation and communicated service updates with staff, supervisors, clinical professionals, and support teams. Balanced client needs with operational requirements, policies, documentation standards, and regulatory expectations.

Provided individualized support and stabilization services for adults and children with developmental disabilities and high-acuity needs. Applied active listening, empathy, de-escalation, and clear communication in difficult or emotionally charged situations.

Documented incidents, service information, and client needs accurately. Shared relevant updates with supervisors and interdisciplinary teams to support coordinated care and service continuity.

Supervised daily operations, customer service, staffing, scheduling, workflow, and team performance in a fast-paced, high-volume environment. Resolved customer concerns and operational issues while maintaining service, safety, quality, and company standards.

Prioritized competing demands, coached employees, and supported efficient daily operations during periods of high customer volume. Maintained focus on customer satisfaction and team accountability.

Helped scale a small residential office into a 25-location operation serving more than 50 clients across residential habilitation, crisis intervention, and IDJC programs. Coordinated staffing, crisis response, training, documentation, communication, and service continuity for more than 160 staff and supervisors.

Managed complex cases involving high-risk behaviors, severe aggression, failed placements, and elopement risk. Mediated concerns among clients, staff, guardians, physicians, BCBAs, and Health & Welfare partners, while leading coaching, team restructuring, and process improvements.

Managed day-to-day operations for a residential habilitation home, including staff supervision, scheduling, service coordination, and documentation. Supported consistent service delivery and operational organization.

Responded to issues as they arose and communicated concerns, updates, and required actions to appropriate team members. Maintained focus on resident support, staff coordination, and accurate records.

Provided inbound remote customer support for account, billing, and service inquiries while navigating multiple software systems. Resolved customer questions efficiently while balancing accuracy, professionalism, and escalation requirements.

Documented customer interactions accurately, protected confidential information, and maintained established quality and service expectations. Worked in a contract-based remote support environment.

Provided direct care and behavioral support for children in a group-home environment. Assisted with daily living needs, behavior intervention, and supportive care.

Maintained care documentation and contributed to a safe, structured environment for clients. Communicated relevant observations and needs to the care team.