Sam Coffey

Background

About Sam Coffey

I’m a passionate advocate for the customer experience with 10+ years of success in technical support and team leadership across the Mobile Games and SaaS industries. My approach centers on empathetic, transparent communication that builds trust with users, while also leveraging data-driven insights to shape and support organizational growth. I believe in turning customer feedback into actionable strategies that drive product innovation, operational efficiency, and bottom-line impact. Most recently, as Customer Support Director at Mistplay, I’ve focused on creating high-performing, cross-functional teams and delivering top-tier user experiences that solve real problems. I take pride in forging strong collaborations to ensure seamless delivery of solutions that serve both user needs and business objectives. Key Metric-Based Accomplishments: • Improved First Reply and Full Resolution Times as much as 86% through strategic scaling with external Customer Support Vendors (including on-site training in India) • Revamped team training and procedures, leading to a 21% increase in overall CSAT scores • Embedded chatbots within help centers, deflecting as much as 25% of incoming support requests by educating our users • Designed and implemented Zendesk Explore dashboards, granting real-time visibility into performance metrics • Driving up to a 0.7-star rating increase in Google Play reviews by aligning support strategies with user feedback • Oversaw teams addressed over 960K support requests • Collaborated with Engineering to build an Admin Portal, improving workforce efficiency by 40% and enhancing security • Scraped user data into support tickets to measure financial and retention KPIs, allowing for more targeted, impactful support • Partnered with Product teams to connect feedback directly to churn/retention data, driving product-based solutions for common user pain points • Joined forces with Legal to implement region-specific data privacy protocols and develop secure tooling for handling sensitive user data/PII • Launched VIP Pilot programs to highlight our very special players, provide them with white-glove service and drive 18% more spend than the pilot's control group