Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

Hilary Catton

Anaconda,MT

Summary

Customer Support professional with 20 years of experience, including 10+ in leadership. Known for transforming service teams into growth drivers through AI automation, KPI optimization, and customer-centric innovation. I bring an empathetic, holistic approach with a strong emphasis on the voice of the customer. Proven track record in revenue retention, refund reduction, and scaling world-class support.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Sr. Director of Customer Support

BiggerPockets, Inc
01.2019 - 05.2025
  • Built and scaled a global B2C/B2B/SaaS customer support team from the ground up into a 24/7, email-first operation, empowering virtual assistants to deliver fast, empathetic, and high-quality support. Recognized for driving efficiency, scalability, and consistently high CSAT and NPS across time zones.
  • Collaborated directly with CEO and CFO on strategic customer support and operations initiatives.
  • Scaled global 24/7 support by optimizing CRM and ticketing workflows, achieving
  • Reduced support costs as a % of revenue YoY while improving KPIs including CSAT, NPS, FRT, and RT.
  • Implemented AI automation to enhance response times and customer satisfaction, based on performance metrics.
  • Retained $1M+ ARR by launching a cancellation/refund initiative; cut refunds by 36% and boosted retention by 54%.
  • Increased upsell revenue 23% through a personalized, agent-led couponing system.
  • Built feedback datasets monitoring customer health using customer insights and support analytics to influence product roadmaps and policy updates.
  • Managed online reputation (Trustpilot, Google Reviews), transforming negative feedback into brand loyalty drivers.
  • Developed an internal knowledge base, reducing ticket volume and improving agent onboarding and efficiency.
  • Led cross-functional Voice of the Customer (VOC) initiatives with Product, Engineering, Marketing, and CX teams.
  • Facilitated VOC meetings to align stakeholders on customer pain points and strategic priorities.
  • Recruited, mentored, and coached high-performing support teams.
  • Proficient in Freshdesk, Airtable, Tableau, Google Workspace, and JIRA; quick to learn new tools.

Director of Customer Experience + Support

BiggerPockets, Inc
03.2016 - 01.2019

Director of Podcast + Member Relations

BiggerPockets, Inc
10.2014 - 03.2016

Event + Volunteer Coordinator

ThinkLA
06.2013 - 09.2014

Healthcare Secretary + Office Coordinator

Intermountain Healthcare
04.2007 - 06.2013

Education

Bachelor of Science - Interpersonal Communication/Mass Media

University of Utah

Skills

  • Scalable Customer Support Systems
  • Retention & Revenue Recovery
  • Support AI Automation & Process Design
  • Refund Mitigation Strategy
  • KPI-Driven Leadership (CSAT, NPS, FRT)
  • Global Remote Team Management
  • Reputation Management & Public Reviews
  • Team management
  • Collaborative leadership

Certification

  • CCXP // Customer Experience
  • CCSP // Customer Service
  • CiDP // Customer Management

Awards

Multiple Stevie & NCSA Award Winner: Customer Service Leader, Woman of the Year, Entrepreneur of the Year, and Service Person of the Year (2017–2022)

Timeline

Sr. Director of Customer Support

BiggerPockets, Inc
01.2019 - 05.2025

Director of Customer Experience + Support

BiggerPockets, Inc
03.2016 - 01.2019

Director of Podcast + Member Relations

BiggerPockets, Inc
10.2014 - 03.2016

Event + Volunteer Coordinator

ThinkLA
06.2013 - 09.2014

Healthcare Secretary + Office Coordinator

Intermountain Healthcare
04.2007 - 06.2013

Bachelor of Science - Interpersonal Communication/Mass Media

University of Utah

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