Team Lead, Technical Support

Shogun

Remote•Feb 20 - Jun 21

Overview

I successfully led a dynamic team at Shogun, driving significant improvements in customer satisfaction and product growth.

Responsibilities

Guided a global team of 4 in delivering exceptional support for Shogun Page Builder
Developed and implemented KPIs that resulted in an average of 50 additional 5-star reviews each month
Collaborated with HR to recruit and train new team members, enhancing team capabilities and performance

Tags

Coaching, Management, Team Leadership, Interviewing, HTML, CSS, Liquid, Customer Service, Customer Satisfaction

Karl Jones I work at the intersection of customer success, technical problem-solving, and software engineering. I help teams adopt products faster through clear guidance, practical implementation support, and focused technical communication. I recently completed an MSc in Computing and continue to apply those skills in customer-facing engineering roles.

Experience — Customer Solutions Engineer at Kapa.ai, previously Axiom.ai and Shogun.
Education — MSc Computing (Software Engineering), The Open University.
Projects — axiom-ai-helper, ZendeskUtils, and other tools and sites.

GitHub · LinkedIn