Jake Nilson
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Senior Product Support Analyst @ Slang AI
California, United States
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Senior Product Support AnalystSlang AIMar 2026 - Current (8 months)- Team lead for customer product support operations for AI voice platform serving thousands of restaurant operators, owning Tier 1–3 (customer education, bugs and incident comms lead) resolution across ticketing, email, phone and chat as well as establishing overall support function strategy as first dedicated support hire
- Maintaining an average CSAT percentage of 90% or higher (~95% across tenure)
- Administer the support stack and lead AI tooling adoption — rolled out an AI-powered first-response bot with active quality monitoring, and drive vendor feedback loops on platform gaps
- Build and maintain the customer-facing knowledge base, publishing FAQs, configuration guides, and runbooks that deflect inbound volume and ac- Content Policy AnalystZefrFeb 2025 - Oct 2025 (9 months)- Supported product stakeholders (b2b brands, client facing teams) via Zendesk identifying and solving issues related to unsuitable content presenting online harms and configuration technical issues with a high user satisfaction rate in an advertisement technology setting on social platforms (Meta, Youtube, Tiktok, Snapchat)
- Partnered with product/engineering via Jira to escalate issues based on priority, scope, scale and incident rate
- Developed a comprehensive taxonomy for brand suitability risk concepts such as hate speech and entertainment concept categorizations, achieving AI model precision and recall with an F1 of 90% and higher through JSON prompt translation
- Built/utilized Snowflake SQL queries for connection t - Sr. Associate - Trust & SafetyAlignableOct 2022 - Oct 2024 (2 years 1 month)- Owned premium/VIP support for small business professional as content policy expert, as well as resolved a wide variety of Tier 1 and 2 support tickets as part of Member Success function, with high user satisfaction and processing time
- Owned several product feature projects, including the implementation of a block feature, online community growth strategy and policy for AI powered content moderation
- Authored comprehensive user policy and implemented resources into the platform help desk site, leading to a significant reduction in support tickets and improved user satisfaction
- Processed user reports of abuse and investigated account legitimacy using risk signals, reducing fraudulent and/or abuse activities
- Pro - Product Support AssociateEden HealthOct 2021 - Mar 2022 (6 months)- Owned tier 1 bug triage, feature requests (Zendesk) with high CSAT scores, time to resolution and first touch
- Owned tier 2 complex investigations and product escalations (Jira) end to end using SQL to support b2b clients while protecting HIPPA information
- Direct support for members over the phone and through secure messaging to ensure a seamless product experience
- Project managed voicemail automation responses for faster customer responses
- Communicated technical concepts across all levels to ensure feedback alignment on support metrics/insight visualization and reporting
- Culture Ambassador for team
- Position was eliminated - Acting Senior Operations Manager (Operations Manager)One MedicalJan 2020 - Apr 2021 (1 year 4 months)- Operations Management: performed as Senior Operations Manager within three months of promotion (15+ employees) for multiple clinic locations overseeing the rollout of COVID-19 testing procedures
- Weekend management of virtual services for the "West Coast" region within three months of promotion at start of pandemic (50+ employees)
- Policy Implementation: the integration of local regulatory policies into clinic operations, ensuring seamless compliance with evolving health guidelines by implementing and creating strategic operating plans
- Project Management: A3 problem-solving and Lean methodologies to streamline processes and optimize clinic performance, driving improvements in efficiency and service delivery - Membership Sales AdvisorOne MedicalAug 2018 - Dec 2019 (1 year 5 months)- Completed 50+ sign up and renewal calls daily, achieving a 50% capture rate and enhancing customer retention
- Owned financial assistance conversations and decisioning
- Trained 300+ internal operations staff on membership renewal best practices
- Worked with insurance parties on legal requirements for member's membership - Patient Care Coordinator (Administrative Assistant)One MedicalFeb 2016 - Jul 2018 (2 years 6 months)- Patient Care Navigation: Guided patients through healthcare system such as insurance, pharmacy, and specialist coordination, ensuring a smooth and satisfactory experience while aligning with doctor’s care requirements
- B2B Sales: Ambassador stretch role delivering impactful presentations at open enrollment fairs, expanding the organization's reach and client engagement