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Tycarrian Godfrey
Terrell,TX
Work Preference
Summary
Strategic professional with over 7 years of experience in optimizing support and training operations within high-growth SaaS environments. Expertise in designing and scaling knowledge systems that enhance user experience and promote self-service success. Skilled in auditing documentation ecosystems and deploying tools such as Guru, Intercom, and Confluence to establish effective knowledge architectures. Proven ability to create help centers, internal wikis, and onboarding programs that drive organizational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Manager, Product Support
InvestNext
10.2023 - Current
- Created and implemented internal audit process resulting in more efficient self-service tools resulting in an average of 9,000 views a month across a 200+ article knowledge base.
- Designed and optimized self-service workflows using AI chatbots, significantly improving resolution rates, and reducing escalations.
- Reduced internal question ping volume by 35% by launching a searchable internal FAQ and SOPs
- Improved customer service quality and operational efficiency by refining KPIs, evaluating processes, and implementing continuous improvement strategies.
- Achieved 52% drop in repeat inquiries by publishing a 5-article troubleshooting series.
- Trained and mentored a high-performing remote support team, enhancing team productivity and engagement.
- Developed real-time data dashboards to track key metrics, enabling data-driven decision-making.
Customer Support Manager
InvestNext
01.2022 - 10.2023
- Led customer experience initiatives by implementing AI-based automation, reducing first response time from 3 hours 29 minutes to under 1 hour 30 minutes.
- Championed the use of Intercom AI to enhance ticket deflection, improving self-service adoption and reducing agent workload.
- Increased help center views by 42% in 6 months after reorganizing content by user journey.
- Recruited, mentored, and developed customer support professionals, fostering a customer-centric culture.
- Conducted data-driven analysis to improve customer touchpoints and optimize workflows.
Customer Service Team Lead
LUS Brands
09.2020 - 12.2021
- Managed a team of customer service representatives, driving performance, training, and process optimization.
- Created and maintained internal documentation using Guru
- Led automation initiatives for common inquiries, reducing manual responses and improving efficiency.
- Implemented feedback loops to drive improvements in customer satisfaction (CSAT) and Net Promoter Score (NPS).
Customer Service Representative
LUS Brands
06.2018 - 09.2020
- Provided high-touch customer support, maintaining high CSAT scores and resolving customer inquiries with empathy and efficiency.
Customer Support Specialist
Mr. Cooper
01.2017 - 04.2018
- Delivered exceptional customer service in the mortgage and finance sector, assisting clients with inquiries and account management.
- Maintained high-quality assurance scores and improved operational workflows.
Education
Bachelor of Arts - Accounting & Business
Ohio Christian University
Circleville, OH01-2023
Skills
- AI-powered customer support automation
- Workflow automation
- Data analysis and analytics
- Process optimization and improvement
- AI implementation and modeling
- Content organization and documentation
- Performance evaluation and reporting
- Service quality enhancement
- Intercom and chatbot development
- Natural language processing (NLP)
- Fintech SaaS support
- Customer success management
- Support operations and help desk
- Data-driven decision making
- KPI management and building
- Customer journey mapping
- Experience enhancement strategies
- Leadership and team development
- Self-service optimization and quality assurance
- Customer feedback analysis and technical analysis
Certification
- Intercom AI Chatbot Automation & Workflow Optimization
- Zendesk, Salesforce Service Cloud, HubSpot Service Hub
- SQL & Data Analytics for Customer Support
Awards
- Recognized for Internal Enablement based on cross-functional use of self-service tools
- Leadership Recognition at InvestNext
- Top Fin/Al Resolution Rate from Intercom based on Fin/Al statistics among their customers
C X Strategy
- Built and led a 100% remote support and success team, achieving 95%+ CSAT over two years.
- Designed AI-powered self-service flows, reducing time-to-resolution by 58%.
- Collaborated cross-functionally to integrate CX insights into the product roadmap.
- Owned and optimized onboarding, support, and help center content strategy across the full customer lifecycle.
References
References available upon request.
Software
Intercom
CRMs (Salesforce, Zendesk)
Atlassian
AI/ChatGPT
Microsoft Office
Timeline
Senior Manager, Product Support
InvestNext
10.2023 - Current
Customer Support Manager
InvestNext
01.2022 - 10.2023
Customer Service Team Lead
LUS Brands
09.2020 - 12.2021
Customer Service Representative
LUS Brands
06.2018 - 09.2020
Customer Support Specialist
Mr. Cooper
01.2017 - 04.2018
Bachelor of Arts - Accounting & Business
Ohio Christian University