Jacob Barnard
About Jacob Barnard
Jacob Barnard serves as the Director of Customer Support at CentralSquare Technologies, where he leads a team of 80 support agents for software platforms used by local government agencies. He has a background in customer support and implementation roles at GolfNow and has developed key support strategies that improved communication and reduced case backlog.
Work at CentralSquare Technologies
Jacob Barnard has served as the Director of Customer Support at CentralSquare Technologies since 2018. In this role, he leads a team of 80 support agents and managers, focusing on providing assistance for six software platforms tailored for local government agencies. His leadership has been instrumental in developing a comprehensive support playbook that outlines standards for case management, communication, and best practices in reporting against metrics and KPIs. Prior to his current position, he held the role of Manager, Customer Support at CentralSquare Technologies from 2017 to 2018.
Previous Experience at GolfNow
Before joining CentralSquare Technologies, Jacob Barnard worked at GolfNow, a division of Golf Channel, in various roles from 2014 to 2017. He started as a Revenue Associate, then transitioned to Implementation Team Lead, and later served as Product Support Manager. His experience at GolfNow provided him with a solid foundation in customer support and product management, contributing to his expertise in the field.
Education and Expertise
Jacob Barnard earned a Bachelor of Arts degree in Sociology and Marketing from the University of Central Florida, completing his studies from 2009 to 2013. This educational background has equipped him with valuable skills in understanding customer behavior and effective marketing strategies, which he applies in his current role in customer support.
Achievements in Customer Support
Jacob Barnard has spearheaded initiatives that led to significant improvements in customer support metrics. His efforts resulted in a 150% increase in communication statistics and a 37% reduction in case backlog, all while maintaining high customer satisfaction scores. These achievements demonstrate his ability to drive performance and enhance customer experiences within the organizations he has worked for.
Early Career Experience
Jacob Barnard began his professional career as a Marketing Intern at Kellyco Metal Detectors in 2013. This early experience provided him with insights into marketing operations, which he later integrated into his roles in customer support and management. His diverse background has contributed to his comprehensive understanding of customer needs and operational efficiency.