Kevin M.

Based in Boise, ID, I'm a customer support advisor with 15 years in support and startup environments. 5+ years at Apple, including 3 as an AppleCare Mentor coaching employees returning from leave, plus time as a T2 chat supervisor and iOS advisor. Then startups: 5 years as Customer Support Director at Cardiogram, where I built their Help Scout setup, owned app store reviews (turned 1-star ratings into 5-star ones), and ran day-to-day support ops. Most recently Customer Experience Operations at PowerX, supporting early hardware adopters through a crowdfunded launch and the company's pivot from DTC to B2B. I'm a front-line person: direct support, training curricula, team coaching, SLAs and KPIs, bug triage with engineering, and fluent in the tools: Gladly, HubSpot, Help Scout, Freshdesk, Gorgias, Notion, Asana, Jira, Confluence, GitHub. If you need someone who's done support at every stage, from Apple's support floors to startup chaos, let's talk.