Casey Inniss
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Casey Inniss

Casey Inniss

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Product Operations and Support Manager
Ottawa, Ontario, Canada

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Full-time jobs

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Résumé

Jobs 0% verified
  • B
    Technical Manager
    Bespoke Audio Visual
    Jul 2022 - Current (1 year 11 months)
    Leading the recruitment, coaching, and direction of teams comprising technical specialists, leads, and technicians to deliver exceptional experiences. Providing strategic guidance and executing short and long-term priorities, aligning with business objectives through meticulous strategic planning, project management, and operational execution. Overseeing end-to-end vendor management process, from sourcing and rate negotiation to evaluation and ongoing relationship management, ensuring seamless fulfilment of production requirements and service expansion.
  • Shopify
    AV Operations and Support Lead
    Shopify
    Dec 2019 - Jul 2022 (2 years 8 months)
    Led the establishment and enhancement of a comprehensive customer support ecosystem through strategic scaling and adaptation of existing processes. Provided leadership to cross-functional teams, including technical specialists, leads, and technicians, in the implementation and optimization of customer support and knowledge management processes. Managed product and design aspects across multiple global initiatives, including AV, IT, eSports, and eCommerce, collaborating with stakeholders from diverse disciplines. Spearheaded the design and optimization of support processes and workflows, aligning them with the overarching product strategy. Ensured the scalability and efficiency of the support team, fostering effective support delivery in lin
  • Shopify
    Senior Technical Support Specialist
    Shopify
    Jun 2017 - Dec 2019 (2 years 7 months)
    Advising on business strategies to help merchants build an audience, make money, and cultivate communities with their customers. Coaching in platform features, and engaging engineering teams with unique technical requirements for enterprise-level merchants. Consistently improving the merchant experience across key channels and products by advocating for the voice of the merchant across internal partners, to ensure that resources are invested in improving the merchant satisfaction and enabling scale. Immersing in the engineering and design of the platform to identify and diagnose difficulties, and engaging engineering teams to correct them. Tracking issues and processes through Zendesk and Helpdesk. Maintaining GetGuru, a knowledge base acce
  • Shopify
    Support Specialist
    Shopify
    Sep 2016 - Jun 2017 (10 months)
    Demonstrating technical experience and a friendly, consultative approach to solving technical Support team problems, discussing business strategies, and coaching in new features. Championing merchants' needs, ensuring their perspectives shape our product roadmap and strategic decisions. Constantly seek win-win solutions that deepen our merchant relationships, and fuel our growth and theirs. Advocating Plus merchants’ technical and business needs to product managers, engineers, and other stakeholders to solve problems and develop improvements.
  • F
    Senior Technician
    FMAV
    Sep 2014 - Sep 2016 (2 years 1 month)
  • M
    Audio Visual Technician
    Mediaco The Presentation Company
    Sep 2006 - Sep 2014 (8 years 1 month)
Education 0% verified
    Projects 0% verified
    • B
      Bespoke AV, Development of Company-Wide Support System
      Sep 2022 - Current (1 year 9 months)
      Designed and launched a comprehensive ticketing system, streamlining customer issue resolution. Established a knowledge base, curating and organising articles and resources for agents. Implemented a user-friendly interface for easy access to information, reducing response times. Led the development of training programs to empower technicians with product knowledge and customer service skills. Defined key performance indicators (KPIs) tailored to specific business goals and customer needs. Led the development of training programs to empower agents with product knowledge and customer service skills.
    • S
      Shopify Retail Space
      Dec 2019 - Jul 2022 (2 years 8 months)
      I led teams of designers, programmers, contractors, and broadcast, AV, and network technicians in the construction of Shopify's retail spaces. These spaces were designed to allow merchants to create content for their store and social media, express themselves through live events with celebrity guests (Martha Stewart, Bobby Hundreds, SypherPK, and more), and receive coaching in eCommerce and the functions of the platform. I advised the local event planners to ensure visiting merchants could be productive, creative, and socialise with no technical downtime. I hired, trained, and managed local teams of technicians and technically-qualified staff to ensure consistent quality, and developed a long term support strategy to ensure maximum uptime