Founder & Principal Consultant
Ash Rhodes Consulting

Remote • Aug 2016 - Present

Founded a consulting and fractional leadership practice providing fractional-executive support and CX transformation for technology companies worldwide.

Engagements range from short-term diagnostic and implementation projects to long-term interim executive roles.

• Strategic leadership: Partner with CEOs and VPs to define CX vision, structure, and KPI frameworks aligning Support, Success, and Engineering.
• Operational transformation: Deploy scalable systems, automation, and documentation that shorten Time-to-Resolution by up to 95% and improve NPS by 70 points.
• Fractional team-building: Recruit, coach, and mentor cross-functional teams across global sites; design QA and continuing-education programs for durable improvement.
• Revenue protection: Reduce churn and A/R backlog by implementing proactive lifecycle management and customer-health monitoring.

Note: As a function of Ash Rhodes Consulting, most contracts include comprehensive NDAs ipso facto. Any client that opted for an NDA is not listed, though anonymized details are available on request.

CX Change Partner
ZF SCALAR

Remote / Ieper, BE • Aug 2024 - Present

Lead CX transformation for connected-fleet SaaS data platform within ZF Group, focusing on AI integration, updating and modernising processes, and operational excellence.

• Conducted full CX audit across three global support hubs; delivered phased transformation roadmap
• Implementing AI-powered support workflows including automated triage, knowledge base enhancement, and internal chatbot assistant
• Designed unified OKR and QA frameworks replacing SLA-only measurement with data-driven performance metrics
• Built standardized escalation playbooks for complex technical issues requiring engineering involvement

Director of Customer Experience
VIZION API

Remote • Dec 2021 - Jul 2022

Built scalable CX organization for technical API startup during Series A growth, supporting a developer-focused customer base.

• Established foundational CX infrastructure including onboarding playbooks, lifecycle frameworks, and customer health measurement using early AI implementations
• Created technical support processes for developer-focused customers requiring deep API integration expertise
• Implemented OKRs aligning support metrics with business outcomes; improved customer engagement by 45%
• Partnered with Product and Engineering to translate recurring support issues into product improvements

Head of Customer Support & Success
Squigl

Remote • May 2021 - Dec 2021

Hired as a fractional leader to integrate customer success into product strategy and rebuild the post-sale customer journey.

• Designed new onboarding and success playbooks that reduced churn by 22%.
• Created data-driven lifecycle automation ensuring customers reached activation and value milestones.
• Introduced analytics and engagement dashboards to identify early churn signals and renewal risk.
• Served as internal advocate for product improvements to align development with customer feedback.

Head of Customer Support
Yat (Tari Labs)

Remote • Sep 2020 - Apr 2021

Launched global 24/7 support organization for digital identity platform, combining human and automated support channels.

• Built CX function from zero, creating operational playbooks and scalable processes handling 300% ticket volume spikes
• Implemented automation workflows for common inquiries, freeing human agents for complex technical issues
• Established documentation and knowledge base architecture for novel product category
• Built and trained distributed support team across multiple time zones

Director of Customer Success
vidIQ

Remote • Dec 2018 - Jul 2020

Led distributed support team serving 4.4 million users of data-driven analytics platform.

• Improved CSAT +14 points and NPS +60 points through systematic process improvement and metrics-driven optimization
• Reduced churn 9% MoM through proactive engagement programs and automation
• Managed team across multiple time zones with async-first communication practices

Director of Customer Experience
ReCharge Payments

Remote • Oct 2016 - Dec 2018

Built and scaled global technical support organization for high-growth payments platform.

• Scaled team from 1 to 35 agents; established 24/7 global operations with 100% employee retention
• Created foundational playbooks, incident management processes, and escalation frameworks
• Final escalation point for complex technical and sensitive customer situations

Customer Support Lead
Automattic (WordPress.com)

Remote • Dec 2012 - Oct 2016

Senior support leader at the world's largest WordPress hosting platform, supporting millions of users globally. Developed deep expertise in async collaboration, remote team management, and the WordPress ecosystem.

• Hands-on WordPress technical support including PHP debugging, theme/plugin conflicts, CSS customization, JavaScript issues, and MySQL database troubleshooting
• Led distributed support team across multiple time zones using async-first workflows
• Resolved complex technical escalations requiring code review, log analysis, and coordination with core engineering teams
• Built internal documentation and knowledge base content for WordPress-specific issues and common integration patterns
• Contributed to support tooling improvements and workflow automation initiatives

Core Competencies

Technical Support: WordPress Ecosystem • PHP/JavaScript/CSS/HTML • Plugin & Theme Debugging • API Support • Technical Documentation • Incident Management • Code Review for EscalationsAI & Automation: AI-Powered Support Implementation • Knowledge Base Architecture • Chatbot Optimization • Workflow Automation • Ticket Triage AutomationLeadership: Global Support Operations • Distributed Team Leadership • Data-Driven Decision Making • Cross-Functional Collaboration • Complex Escalation Handling • CX Strategy • Fractional Leadership • Operational Excellence • Customer Journey Mapping • Global Team Development • Continuing Education Programs • Crisis Communication • Digital Engagement Models • Cross-Functional Collaboration • Change Management • Process Design • OKRsMetrics: KPI System Designs • Quality Assurance (QA) • Customer Satisfaction (CSAT/NPS) • Resolution Time Optimization • Automation Rate Tracking • Root Cause Analysis • Support-to-Product Feedback Loops