Shelby Moore
Austin,TX
Summary
Growth-minded and results-driven Product Support Specialist with 12 years of experience supporting SaaS products for B2B clients ranging from startups to industry-leading enterprise businesses. Excels in providing top-tier client experiences, coordinating cross-functional team projects, and implementing strategies that significantly improve team efficiency.
Skilled in JIRA, ERP systems, PC/Mac/HTML/CSS, digital marketing, Adobe Premiere Pro, and project management best practices.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Product Support Specialist
Faceware Technologies Inc.
06.2021 - Current
- Supported Faceware's enterprise software by triaging tickets to efficiently provide licensing assistance, account management and technical troubleshooting.
- Drove initiatives to improve products by sourcing and delivering customer feedback to software developers.
- Contributed to new product launches by forecasting contact drivers and designing effective support workflows.
- Managed customer knowledge base by creating articles about common issues and best practices.
- Developed an internal repository for Product Support processes, training materials, and templates.
- Assisted Sales team by facilitating software demos to upsell product versions and boost conversion rates.
Marketing Support Specialist III
Kasasa
11.2019 - 12.2020
- Managed a portfolio of 40+ Financial Institution clients.
- Organized incoming project requests by developing efficient workflows.
- Collaborated with cross-functional teams to implement website enhancements and increase lead generation.
- Developed onboarding documentation and trained new clients to the platform.
- Maintained product knowledge and adapted to frequent updates to enhance client support.
Embedded Game Specialist
Electronic Arts (EA)
09.2013 - 10.2019
- Resolved escalated support cases by troubleshooting complex issues and employing effective empathic skills.
- Developed action plans using measurable goals to promote employee engagement and team performance improvement.
- Leveraged community feedback and customer satisfaction with the Process team, contributing to hundreds of process improvements.
- Trained new hire classes by leading product lessons and Q&A sessions.
- Supported new hire teams during nesting phase by supervising and serving as primary point of contact for consultation assistance.
Education
High School Diploma -
Leander High School
Leander, TX 08.2006 - 05.2010
Skills
- Adobe Creative Suite
- Agile methodology
- American Sign Language
- Client relations
- Cross-functional collaboration
- Escalation management
- Knowledge base management
- Outlook
- Problem-solving abilities
- Public speaker
- Technical troubleshooting
- Training
- Trello
- Video content development
Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work weekTimeline
Product Support Specialist
Faceware Technologies Inc.
06.2021 - Current
Marketing Support Specialist III
Kasasa
11.2019 - 12.2020
Embedded Game Specialist
Electronic Arts (EA)
09.2013 - 10.2019
High School Diploma -
Leander High School
08.2006 - 05.2010
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