Jake Ford

Background

About Jake Ford

Product Support Strategy & Enablement Leader | CX Architecture • Launch Readiness • Cost & Risk OptimizationI'm a Product Support leader who obsesses on getting the small details right, whether its in launching a scrappy A/B test or scaling a mature product to general availability. I design and lead Product Support Strategy functions that embed customer experience, operating efficiency, and cost discipline directly into the product lifecycle.At Chime, I lead Product Support Strategy & Enablement across our core transaction and card experiences, as well as across emerging product bets. My focus is on embedding proactive support mechanisms early in the product lifecycle to reduce cost-to-serve, mitigate operational risk, and strengthen long-term product retention.Previously, I built and scaled a Social Experience function supporting 2.5M+ annual interactions across owned and emerging channels. I led CRM modernization efforts that reduced annual technology costs by $500K, improved SLA performance from 80% in 2 hours to 85% in 30 minutes, and increased Chime's TrustPilot rating from 2.0 to 3.9 in less than 180 days through improved support mechanisms. I also launched 24/7 support coverage and integrated social listening insights directly into Product and Risk decision-making.Across roles, I specialize in- Launch Readiness & Enablement: I enable teams to translate product complexity into simple requirements that allow for scalable and frictionless support before a product goes to market- Cost Optimization & Workflow Design: I help teams reduce friction and overhead through tooling optimization, meaningful automation (through insights and workflows alike), and structured escalation pathways- Voice of Customer Integration: I operationalize customer sentiment and behavioral insights to influence roadmap decisions, helping teams focus resources on prioritizing improvements to the most impactful experiences- Cross-Functional Leadership: I embed customer impact into Product, Engineering, Marketing, Risk, and CX strategy.I view support as a strategic lever, and not a downstream function that just reacts to issues. When architected intentionally, it protects operating margin, stabilizes product growth, and strengthens brand trust across the full product lifecycle.