Zack Custovic

Background

About Zack Custovic

A customer experience enthusiast, operations optimizer, and certified master of turning chaos into clarity (with a little help from automation, AI, and a lot of coffee).With 15+ years leading global technical support and enterprise application teams (at places like Toast, Salesforce, and OHSU), I’ve made a career out of asking,"How can we make this better?" — and then doing exactly that. I’ve rescued $20M+ in ARR, transformed CSAT scores from “meh” to “whoa” (3.5 4.6), and reduced time-to-resolution from “eventually” to “almost instantly” (21 days 3 days). Whether I’m managing 40-person support teams or deploying 237+ scalable processes (yes, I counted), I bring energy, precision, and a healthy respect for a good KPI dashboard.🧠 I speak fluent ITSM, CRM, and “why-is-this-breaking-at-2AM?” I thrive in high-stakes environments, from 24/7 NOCs to Sev0 incidents, and I never met a root cause I couldn’t wrangle. Awards? Got a few. Most Innovative Leader at Toast. Exceptional Service at Kimpton. But what really lights me up is mentoring teams, unlocking cross-functional collaboration, and finding those elegant solutions that make everyone’s day a little smoother.Let’s connect if you’re into solving complex problems, building resilient teams, or just want to swap stories about tech gone wrong (and how we fixed it, of course).