David Goss
Wareham,MA
Summary
Results-driven Customer Support Manager adept at achieving high levels of productivity and task completion with efficiency. Possess strong skills in problem-solving, conflict resolution, and customer relationship management. Excel in communication, leadership, and adaptability, ensuring seamless operations and exceptional customer service experiences.
Overview
2026
2026
years of professional experience
Work History
Senior Customer Support Manager
PrismHR
Hopkinton, MA
04.2016 - Current
- Senior Manager 2016-2024, Promoted to Product Management Analyst in 2024
- Lead, Mentor, and develop top performing customer support representitives
- Define clear goals and paths for career growth and performance expectations
- Own all support operations including phone,chat,email, and ticketing
- Establish KPI's including SLA, CSAT, backlog health, and escalation to other departments
- Incorporated Ask AI to improve workflow efficiency
- Cross functional collaboration with product to improve bugs in system
- Analyze data to identify causes and streamline processes
- Maintain a knowledge base for support staff and also customer base to decrease ticket input
- Implemented QA process to improve service delivery standards
- Provide reporting to leadership on support performance
- Trained and mentored staff on customer service best practices and tools.
Product Management Analyst
PrismHR
Hopkinton, Massachusetts
- Worked with Stakeholders on go-to market strategy, growing from an initial Beta of 1,800 service providers to over 26k+ current service providers and SMB users
- Leverage Sigma Cloud Computing technologies to power our in hourse application
- Sunset legacy application
- Company SME in PrismHR unidata schema and core products
- Analyzed user feedback to enhance product functionality and user experience.
- Developed pricing models based on competitive analysis and cost-benefit considerations.
Timeline
Senior Customer Support Manager
PrismHR
04.2016 - Current
Product Management Analyst
PrismHR