MCCAULEY ADAMS
Director Of CS & Trust & Safety
Humble,Texas
Summary
Customer Experience and Operations leader with extensive experience building and scaling customer support operations, quality assurance programs, knowledge management systems, training infrastructure, and operational workflows within high growth startup and customer focused environments.
Proven success leading multi-channel customer support teams, improving operational performance, implementing scalable processes, and strengthening customer satisfaction across fast paced, high volume support operations.
Experienced developing and managing SOPs, onboarding programs, QA grading standards, coaching frameworks, escalation management systems, and workflow optimization initiatives designed to improve service consistency, operational efficiency, and customer experience outcomes.
Strong background leveraging operational reporting, KPI analysis, customer feedback, and root cause analysis to identify performance gaps and drive measurable improvements across support operations.
Known for stepping into fast growing organizations, identifying operational gaps proactively, and building scalable customer support infrastructure that improves both customer loyalty and internal operational performance.
Passionate about team development, coaching, leadership, and creating customer-first support cultures that empower teams while maintaining high service quality standards.
Overview
9
9
years of professional experience
Education
Bachelor of Arts - Business Economics
Converse College
Spartanburg, SCAssociate of Arts - Pre-Law
Universidad La Vizcaya
Ciudad Victoria, Tamaulipas, Mexico08-2009
Skills
- Customer Support Operations
- Team Leadership & Performance Management
- Quality Assurance & Coaching Programs
- Training & Enablement
- Escalation Management
- Workflow Optimization & Process Improvement
- KPI, SLA & CSAT Management
- Knowledge Base & SOP Development
- Multi-Channel Customer Support
- Customer Experience Strategy
- Cross-Functional Collaboration
Accomplishments
- Increased First Contact Resolution from approximately 20% to 70%+ within less than 3 months through workflow redesign, QA initiatives, coaching programs, and implementation of AI-assisted support systems.
- Built and scaled customer support operations from the ground floor, supporting expansion into 26 new markets within six months while maintaining controlled operational overhead and strong customer experience outcomes.
- Maintained 95%+ customer satisfaction across approximately 2,500 weekly customer interactions spanning phone, chat, email, and digital support channels.
- Created and implemented “Flexbot,” an internal AI-assisted support chatbot integrated with Slack and trained on company policies, SOPs, and knowledge base resources, significantly reducing escalations to senior support and improving operational efficiency.
- Developed and implemented quality assurance grading standards, coaching frameworks, and operational review processes that improved agent performance, reduced hold times, and strengthened service consistency.
- Built centralized knowledge management systems, SOPs, onboarding materials, and operational documentation designed to improve training, agent enablement, and scalability across customer support operations.
- Conducted weekly 1:1 coaching and QA review sessions with frontline support agents to improve operational knowledge, customer communication, and overall service quality.
- Identified operational gaps and implemented workflow improvements that reduced refund related revenue loss from approximately 8% to 2.5% through improved customer onboarding, escalation handling, and expectation setting.
- Partnered cross functionally with Operations, Product, Engineering, and Leadership teams to improve support workflows, resolve escalated customer issues, and strengthen operational infrastructure during periods of rapid organizational growth.
- Improved customer support operational efficiency and service consistency through implementation of scalable escalation management systems, workflow automation, and structured operational processes.
Certification
Payments & Fraud Systems:
Stripe (Radar, Disputes), Transaction Monitoring, Fraud Detection Tools
Compliance & Risk Frameworks:
AML, KYC/KYB, PCI-DSS, SOC 2 (exposure), Regulatory Compliance
Data & Analytics:
SQL (basic), Excel, Google Sheets, Fraud Trend Analysis
Systems & Automation:
Zendesk, Salesforce, Zoho, Zapier, Workflow Automation
AI & Enablement:
AI-driven knowledge systems, chatbot implementation
LANGUAGES
Spanish (Fluent / C2)
Timeline
Director of Customer Success & Trust & Safety
Flex Moving & Storage
08.2024 - 03.2026
Senior Trust & Safety Representative
Clutter
03.2023 - 07.2024
Senior Trust & Safety Team Lead
Outdoorsy
02.2021 - 02.2023
Customer Support Supervisor
Outdoorsy
01.2020 - 01.2021
Customer Support & Operations Roles
LawnStarter | TurboTax
01.2017 - 01.2019
Bachelor of Arts - Business Economics
Converse College
Associate of Arts - Pre-Law
Universidad La Vizcaya
Work History
Director of Customer Success & Trust & Safety
Flex Moving & Storage
Miami, Florida (Remote)
08.2024 - 03.2026
- Built and led customer support and customer operations functions within a fast growing two sided marketplace environment, overseeing escalations, quality assurance, customer experience operations, billing support, and operational workflow management across high volume support channels.
- Designed and implemented scalable customer support workflows, SOPs, escalation management systems, onboarding processes, and quality assurance frameworks focused on improving operational consistency, service quality, and customer satisfaction.
- Developed and managed quality assurance grading standards and coaching frameworks designed to improve support quality, operational accuracy, customer communication, and frontline agent performance.
- Conducted weekly 1:1 coaching and QA review sessions with customer support agents to improve performance, strengthen operational knowledge, identify workflow gaps, and support ongoing professional development.
- Created and maintained centralized knowledge management infrastructure, including internal documentation, SOPs, policy resources, troubleshooting guides, and operational process documentation to improve agent enablement and service consistency.
- Created and implemented “Flexbot,” an internal AI-assisted support chatbot integrated with Slack and trained on company knowledge base resources, policies, TOS, and operational updates, increasing First Contact Resolution from approximately 20% to 70%+ within less than 3 months while reducing escalations, improving customer experience, and supporting scalable growth without increased overhead.
- Supported approximately 2,500 weekly customer interactions across phone, chat, email, and digital support channels while improving SLA performance, reducing hold times, and increasing overall customer satisfaction to 95%+.
- Leveraged QA evaluations, customer feedback, operational reporting, and root cause analysis to identify recurring service issues, operational inefficiencies, and process improvement opportunities impacting customer experience outcomes.
- Partnered cross functionally with Operations, Product,
Engineering, and Leadership teams to improve workflows, resolve escalated customer issues, optimize operational processes, and strengthen customer support infrastructure. - Helped support expansion into 26 new markets within six months by building scalable customer support operations, operational workflows, training systems, and quality assurance processes capable of supporting rapid organizational growth.
Senior Trust & Safety Representative
Clutter
Remote
03.2023 - 07.2024
- Managed complex customer escalations, claims investigations, and service resolution cases within a high volume customer operations environment while balancing customer experience, policy compliance, and operational risk mitigation.
- Conducted detailed investigations into customer claims, service disputes, damaged property reports, and operational incidents while ensuring timely resolution and adherence to company policies and service standards.
- Maintained industry leading customer satisfaction scores within the department through strong customer communication, empathy driven service recovery, and proactive case management.
- Investigated approximately 15+ complex claims and escalated customer cases weekly while maintaining strict SLA adherence and resolution timelines.
- Partnered cross functionally with Operations, Logistics, Customer Support, and Leadership teams to identify root causes of recurring service issues and improve operational workflows and customer outcomes.
- Assisted in development and enforcement of operational policies, escalation handling procedures, and customer communication standards designed to improve service consistency and reduce operational risk.
- Conducted detailed documentation, case auditing, and operational reporting to support claims resolution, process improvement initiatives, and quality assurance efforts.
- Leveraged root cause analysis and customer feedback trends to identify operational gaps and recommend process improvements that improved customer experience and reduced repeat issues.
- Supported frontline customer support teams with escalation guidance, operational troubleshooting, and policy clarification for high impact customer situations.
- Contributed to maintaining high service quality standards through strong operational organization, attention to detail, and customer focused problem solving within fast paced support environments.
Senior Trust & Safety Team Lead
Outdoorsy
Remote
02.2021 - 02.2023
- Led high-volume fraud prevention, identity verification, and risk operations across a rapidly scaling marketplace, owning transaction monitoring, account security, and payment risk with direct impact on revenue protection, platform integrity, and customer trust.
- Owned fraud prevention and investigation across account takeovers, payment fraud, vehicle theft risk, and marketplace abuse, protecting both customer assets and company revenue
- Led high-volume fraud operations, reviewing 600–800 accounts weekly and triaging 3,000+ fraud alerts while supporting onboarding of ~200 new accounts per week through scalable risk controls
- Implemented and managed KYC and identity verification processes, reducing fraudulent account creation and unauthorized access
- Leveraged fraud detection and identity platforms including Sift, Persona, LexisNexis, Riskified, and Castle to strengthen risk scoring and account security
Conducted transaction monitoring and behavioral analysis to detect fraud patterns, identify emerging threats, and inform real-time risk decisioning - Designed and implemented fraud prevention controls and workflows to mitigate payment fraud, account takeovers, and marketplace exploitation
- Partnered cross-functionally with Legal, Operations, and Customer Experience to align fraud prevention strategies with compliance requirements and business objectives
- Balanced fraud prevention with customer experience, ensuring strong protection measures while maintaining trust and minimizing friction for legitimate users
- Supported dispute and escalation handling for high-risk cases, ensuring consistent, policy-aligned decision making
- Improved operational efficiency by refining fraud workflows, reducing manual review complexity, and enabling scalable risk operations
Customer Support Supervisor
Outdoorsy
Remote
01.2020 - 01.2021
- Supervised and led a team of 50+ customer support agents in a high-volume, fast-paced marketplace environment
- Maintained up-to-date knowledge of company policies and operational changes, ensuring consistent communication and alignment across all teams
- Identified knowledge gaps and implemented targeted training and coaching to improve agent performance and decision-making
- Managed high-level escalations, directly handling complex customer situations and driving effective de-escalation while maintaining policy integrity
- Developed and implemented strategies to reduce escalation volume while improving overall customer experience and satisfaction
- Conducted quality assurance reviews to ensure adherence to process, policy, and customer interaction standards
- Partnered cross-functionally with Trust and Safety to align on fraud prevention procedures and ensure consistent execution across teams
- Oversaw refund handling and decision-making, balancing customer satisfaction with company policy and revenue protection
- Provided hands-on support in critical customer situations to ensure successful resolution and positive outcomes
Drove a culture of accountability, ownership, and continuous improvement across the support organization.
Customer Support & Operations Roles
LawnStarter | TurboTax
Remote
01.2017 - 01.2019
- Managed 60+ customer and provider interactions per day across phone and digital channels in a high-volume, fast-paced startup environment
Supported end-to-end marketplace coordination, facilitating communication between customers and service providers to ensure timely service delivery and issue resolution - Maintained high service quality while adapting to rapidly evolving processes, tools, and operational changes in a scaling organization
Contributed to improved customer experience by resolving inquiries efficiently and minimizing service disruptions across a two-sided marketplace - Developed foundational expertise in marketplace operations, customer lifecycle management, and cross-party conflict resolution
Certifications | Fraud, Risk, Compliance
- AML, KYC, NAIC & IFRS Frameworks (CPE Accredited)
Financial crime prevention, customer verification standards, and regulatory compliance fundamentals - Cross-Border Payments & Global Financial Systems
Payment flows, international transaction risk, and global financial infrastructure - Fintech Fundamentals & Payment Ecosystems (CPE Accredited)
Digital payments, financial platforms, and risk exposure across fintech environments - AI Regulatory Compliance & Risk Strategy
Governance, risk management, and compliance considerations for AI-driven systems - International Logistics & Claims Operations
Operational risk, cargo handling, and compliance considerations in multi-state and cross-border logistics - Customer Retention & Lifecycle Risk Management
Identifying churn risk signals and aligning operational strategies to protect customer value - Customer Service ROI & Performance Analytics
Measuring operational effectiveness, identifying inefficiencies, and improving resolution outcomes