Owen Shribman currently serves as the Director of Customer Support at FastSpring, where he leverages over 20 years of extensive experience in operations and leadership to drive exceptional customer experiences. In this pivotal role, Owen has successfully led a high-performing support team, focusing on enhancing...
Owen Shribman currently serves as the Director of Customer Support at FastSpring, where he leverages over 20 years of extensive experience in operations and leadership to drive exceptional customer experiences. In this pivotal role, Owen has successfully led a high-performing support team, focusing on enhancing customer satisfaction and operational productivity through innovative process improvements and data-driven strategies. His commitment to excellence is reflected in the impressive 12% increase in Customer Satisfaction (CSAT) scores and an 11% boost in team productivity that he achieved through targeted initiatives.
Owen's expertise in Software as a Service (SaaS) and operations management has enabled him to implement cutting-edge technology solutions that streamline support processes and enhance client interactions. By fostering a culture of continuous improvement and encouraging his team to think outside the box, Owen has transformed the customer support landscape at FastSpring. His strategic approach includes the integration of complex analytic modeling to identify trends and optimize workflows, ensuring that the team is not only reactive but also proactive in addressing customer needs.
In addition to his operational acumen, Owen excels in client liaison roles, helping clients succeed by providing tailored solutions that address their unique challenges. His ability to analyze business needs and translate them into actionable strategies has positioned him as a trusted leader within the organization. As he continues to grow and mentor his team, Owen embodies the philosophy that true leadership is about empowering others to reach their full potential, ultimately driving the success of both individuals and the organization as a whole.
