Jason Layug

CX leader focused on building and scaling support organizations in high growth environments. I’ve led both in-house and outsourced teams, designed service delivery models across multiple markets, and built support functions that balance customer experience, operational efficiency, and cost.My work sits at the intersection of CX, product, and operations. I focus on building scalable support structures, improving performance and accountability, implementing automation and self-service, and turning customer insights into structured decisions that improve both experience and efficiency.Across my roles, I’ve built support functions from the ground up, scaled organizations across multiple markets, reduced cost to serve, improved SLA and service consistency, and helped customer support operate as a strategic lever for the business.A few highlights:- Built and scaled a tiered CX organization with L1, L2, and escalation teams across a mixture of in-house and outsourced team members- Supported growth across 14 markets while maintaining 98% CSAT and 95% SLA adherence - Reduced cost per resolution from $5.00 to $0.99 through automation and self-service - Built structured VoC loops that informed product, operational, and service design decisions