Taylor Gates

Background

About Taylor Gates

As a customer support leader, I thrive at the intersection of systems, people, and scale. For the last decade, I’ve led customer support teams through hyper-growth, international expansion, and post-acquisition transitions, building operational infrastructure that empowers both users and agents. What drives me is the challenge of taking something messy or complex and making it scalable. I love turning reactive processes into proactive, insight-driven systems that make getting help feel effortless, consistent, and supportive. A few wins-Boosted CSAT from 76% to 98% in one year by operationalizing predictive analytics and AI-driven workflows -Reduced ticket volume by 52% through strategic case deflection, documentation optimization, and tooling improvements -Improved new hire ramp time by 40% and increased self-service rates by 40% through scalable onboarding programs -Retained 100% of customers during an acquisition while leading support transition efforts Beyond the workplace, you can find me reading, planning a trip, or fine-tuning some kind of process—just for fun. Let’s connect if you're building a customer support function that blends strategy with soul! Specialties: Customer Support Leadership | Global Team Scaling | Support Operations Strategy | Escalation Management | Predictive Analytics | AI-Driven Support Tools | Onboarding Program Design | SLA and CSAT Optimization | Ticket Deflection Strategies | Process Improvement | Talent Development | Vendor Management | Knowledge Base Strategy | Cross-Functional Collaboration | Premium Support Models | English (Native); Spanish (Fluent)