Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
References
Timeline
Generic
Maddy Lewis

Maddy Lewis

West Orange,NJ

Summary

Product Support Lead with expertise in boosting customer engagement and optimizing support documentation. Developed strategies that improved service standards and ensured quick resolution of client issues, fostering a culture of continuous improvement.

Overview

12
12
years of professional experience

Work History

Product Support Lead

Expensify
Portland, OR
04.2018 - 08.2025
  • Coordinated communication between departments to resolve customer issues.
  • Designed and built our customer help site.
  • Worked directly with marketing on countless customer email campaigns, external documentation, and internal communications.
  • Collaborated with product teams to implement improvements based on customer feedback.
  • Developed strategies for improving customer service standards across all departments.
  • Created and maintained up-to-date documentation of internal support procedures.

Support Manager

Simple Finance Technology Corp.
Portland, OR
01.2017 - 03.2018
  • Led support teams to enhance customer satisfaction and service quality.
  • Developed training programs to improve staff performance and product knowledge.
  • Handled escalated calls from customers requiring additional assistance or specialized knowledge.

Shift Leader

Simple Finance Technology Corp.
Portland, OR
06.2016 - 01.2017
  • Supervised daily operations to ensure smooth workflow in financial technology services.
  • Assisted in resolving customer inquiries and issues to maintain high satisfaction levels.
  • Supervised and led employees to maintain productivity and customer service levels.

Customer Support Specialist

Simple Finance Technology Corp.
Portland, OR
03.2015 - 06.2016
  • Managed customer accounts using CRM software to ensure data accuracy.
  • Trained new staff on customer support best practices and company policies.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.

Birth Doula

Maddy Lewis Doula, LLC
Portland, OR
12.2013 - 01.2015
  • Provided prenatal education to parents about labor, birth, and postpartum care.
  • Assisted clients in developing personalized birth plans tailored to their needs.
  • Supported families during labor and delivery with emotional and physical comfort.
  • Facilitated postnatal visits to discuss recovery and newborn care with families.

Education

Bachelor of Arts - American History And Literature

University of Oregon
Eugene
06-2010

Some College (No Degree) - PR & Marketing

Chapman University
Orange, CA

Skills

  • Support documentation and technical writing
  • Customer relationship management
  • Process improvement strategies
  • Cross-departmental communication
  • Effective communication skills
  • Customer engagement initiatives
  • Email campaign development
  • Content creation for blogs
  • Standard operating procedures documentation
  • Marketing collateral development

Accomplishments

  • Designed and built Expensify's customer-facing help site from the ground up.
  • Integrated Expensify's AI with the help site to generate customer messaging

Affiliations

  • Loves to garden
  • Decided to learn how to play electric guitar - It's fun!
  • Proud owner of the most chaotic Spotify algorithm

References

References available upon request.

Timeline

Product Support Lead

Expensify
04.2018 - 08.2025

Support Manager

Simple Finance Technology Corp.
01.2017 - 03.2018

Shift Leader

Simple Finance Technology Corp.
06.2016 - 01.2017

Customer Support Specialist

Simple Finance Technology Corp.
03.2015 - 06.2016

Birth Doula

Maddy Lewis Doula, LLC
12.2013 - 01.2015

Bachelor of Arts - American History And Literature

University of Oregon

Some College (No Degree) - PR & Marketing

Chapman University

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