Alan Wojichowski
Austin
Summary
Customer support and operations leader with a strong track record of driving customer success in fast-growing SaaS environments. Demonstrates effective technical troubleshooting, team leadership, and process improvement, scaling support operations to meet expanding customer needs. Focused on building strong customer relationships and mentoring team members for enhanced performance.
Overview
9
9
years of professional experience
Work History
Payer Team Lead
PaymentWorks, Inc.
02.2019 - Current
- Joined PaymentWorks as one of the company's first Customer Support Representatives and earned four promotions through consistent performance, leadership, and technical expertise during a period of rapid growth.
- Scaled customer support operations from approximately 10 to over 150 customers by developing scalable support processes, creating documentation, and delivering exceptional customer service during company expansion.
- Lead the Payer Support team, providing daily guidance, mentoring, and operational support.
- Managed complex customer issues and technical support requests.
- Acted as subject matter expert on platform, assisting customers with product functionality, configuration, and day-to-day usage.
- Worked closely with customers and integration partners to troubleshoot ERP integration and data exchange issues, providing technical guidance and ensuring successful outcomes.
- Monitored customer health and engagement, identifying warning signs early and coordinating with Customer Success for timely intervention.
- Create and maintain internal documentation, troubleshooting guides, knowledge base articles, and support procedures.
- Partner with Engineering, Product, Customer Success, and Implementation teams to resolve issues and improve the customer experience.
- Train and onboard new support representatives while promoting best practices across the team.
- Build strong relationships with customers through responsive communication and effective problem solving.
- Successfully adapted to evolving products, systems, and internal processes, quickly mastering new technologies and helping drive smooth organizational change as the platform matured.
- Tools used: Jira, Confluence, Datadog, Kibana, Sentry, Mailgun, HubSpot, Salesforce, Slack, Zoom, Loom
Inside Sales Account Executive
Bayview Loan Servicing
Westborough
03.2017 - 02.2019
- Built new business through targeted outbound sales and strategic relationship management.
- Managed relationships with mortgage brokers to streamline loan origination process.
- Recommended loan products tailored to borrower qualifications and lending guidelines, enhancing client satisfaction.
- Analyzed borrower scenarios and credit guidelines to identify appropriate financing solutions.
- Worked closely with underwriting and processing teams to ensure successful loan submissions.
- Delivered outstanding customer service in a fast-paced, high-volume sales environment.
- Formerly Homeward Residential
Education
Bachelor of Science - Criminal Justice, Homeland Security, Legal Studies
University of Massachusetts Lowell
Lowell, MA05-2016
Post Graduate Program - Cloud Computing, Cloud Foundations, Cloud Computing on AWS, Managed Services on AWS and DevOps, Azure Essentials, Managed Services on Azure
Greater Learning
12-2025
Skills
- CRM & Customer Support Platforms
- Technical support
- Integration troubleshooting
- Ticket Management Systems
- Data analysis
- Workflow improvement
- Account management
- Customer management
- Escalation management
- Cross-Functional Collaboration
- Problem solving
- Communication
- Relationship management
- Microsoft Excel
Timeline
Payer Team Lead
PaymentWorks, Inc.
02.2019 - Current
Inside Sales Account Executive
Bayview Loan Servicing
03.2017 - 02.2019
Bachelor of Science - Criminal Justice, Homeland Security, Legal Studies
University of Massachusetts Lowell
Post Graduate Program - Cloud Computing, Cloud Foundations, Cloud Computing on AWS, Managed Services on AWS and DevOps, Azure Essentials, Managed Services on Azure
Greater Learning