Stephanie Allen
Rock Hill,SC
Summary
Customer Support operations leader with 7+ years in SaaS support and 5+ years leading teams, currently owning US Support Operations across complex, regulated products. Proven track record standing up and scaling global support models, driving operational rigor through metrics and governance, and leading managers and teams through change. Trusted partner to Product, Engineering, and Sales on escalations, risk management, and long-term support strategy.
Overview
6
6
years of professional experience
Work History
Associate Director, Customer Support
NAVEX
05.2024 - Current
- Own end-to-end US Support Operations leading 4 people managers and their teams across NAVEX product lines, accountable for service delivery, operational performance, and customer outcomes across complex, regulated SaaS solutions.
- Previously led and scaled India Support Operations, including standing up the function, defining operating models, hiring and onboarding talent, and establishing sustainable workflows aligned to global support standards.
- Identify systemic support challenges and translate frontline insights into actionable recommendations for product improvements, tooling enhancements, and long-term operational investments.
- Build a culture of accountability, ownership, and continuous improvement, aligning team execution with business priorities and customer expectations.
Senior Manager, Customer Support
NAVEX
03.2023 - 05.2024
- Served as a lead partner to peer managers, providing guidance on case strategy, escalations, and operational decision-making to ensure consistency across teams.
- Drove adoption of standardized support processes and best practices across teams, improving alignment, reducing variability, and strengthening service delivery.
- Supported organizational change initiatives, including workload rebalancing, role clarity, and operational improvements, while maintaining team stability and performance.
Manager, Customer Support
NAVEX
01.2021 - 03.2023
- Led a team of 10–12 Customer Support Technicians, accountable for day-to-day performance, case quality, and customer outcomes across multiple NAVEX products.
- Served as the Subject Matter Expert (SME) for RiskRate, providing advanced troubleshooting, configuration guidance, and escalation support for complex customer issues.
Customer Support Team Lead
NAVEX
02.2020 - 01.2021
Education
University of Tennessee
Knoxville, TNSkills
- Support Operations Leadership
- Global Support Models (US & India)
- Escalation & Incident Management
- SLA / KPI Governance
- Root Cause Analysis (RCA)
- Operational Dashboards & Reporting
- Change Management
- Cross-Functional Leadership
- Executive Communication
Timeline
Associate Director, Customer Support
NAVEX
05.2024 - Current
Senior Manager, Customer Support
NAVEX
03.2023 - 05.2024
Manager, Customer Support
NAVEX
01.2021 - 03.2023
Customer Support Team Lead
NAVEX
02.2020 - 01.2021
University of Tennessee