Brenna Smith
San Francisco,CA
Summary
Senior Customer Support Specialist with 5+ years of experience in SaaS environments, specializing in technical issue resolution, product investigation, and scalable process improvement. Proven ability to independently troubleshoot complex issues, identify root causes, and translate insights into actionable documentation and operational enhancements. Experienced in leveraging AI tools, analyzing trends, and collaborating cross-functionally to improve product experience and team efficiency.
Overview
6
6
years of professional experience
Work History
Senior Customer Support Specialist
Boulevard
05.2023 - Current
- Served as the primary point of contact for inbound support requests, owning issue resolution end-to-end and independently troubleshooting complex technical and product-related issues
- Investigated unexpected product behavior, identified root causes, and provided detailed, reproducible reports to Product and Engineering teams
- Partnered cross-functionally with Product, Engineering, Payments, Onboarding, Success, and Operations to address recurring product gaps, streamline workflows, and improve organizational efficiency
- Contributed to AI-powered tools by developing and optimizing the Intercom support bot (“Billie”), refining responses, auditing source content, and increasing self-service support capabilities
- Maintained and updated internal documentation and knowledge base, turning product insights into clear, actionable guidance for the support team
- Supported the analysis of support ticket trends and contributed to monthly reports, helping identify recurring issues and potential process improvements
- Mentored new team members, building consistency and expertise across support processes and tools
- Maintained a 96% CSAT while managing a high-volume support queue (25–40 tickets daily) with a median response time of 44 seconds
Customer Support Specialist
Boulevard
08.2021 - 04.2023
- Supported clients with technical troubleshooting, product education, and platform guidance via chat, email and Zoom
- Collaborated with cross-functional teams to resolve product issues, improving customer satisfaction and streamlining support processes
- Logged and reported product issues in Jira to support Engineering investigations and enhance product reliability
- Created and maintained internal documentation in Confluence, strengthening organizational knowledge and decreasing repetitive support requests
Implementation Specialist
GoSite
San Diego, USA
07.2020 - 07.2021
- Onboarded 250+ clients, managing 20-30 active accounts simultaneously
- Guided clients through product setup and troubleshooting, ensuring successful adoption of best practices
- Built and optimized 200+ business listings, enhancing visibility on Facebook, Google, and Yext
- Tracked client progress, managed workflows, and documented issues using HubSpot and Zendesk
Compliance Consultant
Hamlyn Williams
San Diego, USA
02.2020 - 06.2020
- Sourced and screened high-volume candidates using LinkedIn and internal tools to meet client needs
- Managed candidate pipelines and cultivated relationships with clients and referral sources to enhance recruitment efforts
- Met weekly recruitment targets in fast-paced call center environment to support operational goals
Education
Bachelor of Science - Hospitality
San Francisco State Univeristy
San Francisco05-2018
Skills
- Product support
- Zendesk
- Salesforce
- Intercom
- HubSpot
- Jira
- Google Workspace
- Retool
- AI tools automation
- Root cause analysis
- Trend analysis
- Knowledge management
- Slack
Timeline
Senior Customer Support Specialist
Boulevard
05.2023 - Current
Customer Support Specialist
Boulevard
08.2021 - 04.2023
Implementation Specialist
GoSite
07.2020 - 07.2021
Compliance Consultant
Hamlyn Williams
02.2020 - 06.2020
Bachelor of Science - Hospitality
San Francisco State Univeristy