Matthew Derman
About Matthew Derman
Matthew Derman serves as the Director of Global Product Support at JOOR, a position he has held since 2022. He has extensive experience in customer support and onboarding roles across various companies, including Zmags and SnapApp.
Work at JOOR
Matthew Derman serves as the Director of Global Product Support at JOOR since 2022. In this role, he focuses on enhancing customer satisfaction through efficient support processes. He emphasizes the importance of fast response and resolution times, ensuring that customer inquiries are addressed promptly. His leadership aims to empower team members by fostering honest and open relationships, which clarifies roles and responsibilities within the team.
Previous Experience at Zmags
Before joining JOOR, Matthew Derman held multiple positions at Zmags. He worked as the Senior Manager of Onboarding & Implementation for 11 months in 2018 in Boston, MA. Following this, he served as the Director of Global Services from 2019 to 2021 for two years. In these roles, he focused on customer onboarding and support, contributing to the overall service strategy and implementation processes.
Background in Customer Support
Matthew Derman has extensive experience in customer support and success roles. He worked at OpenReel as the Director of Customer Onboarding & Support for eight months in 2021 to 2022. Prior to that, he spent two years at SnapApp in various capacities, including Customer Support & Services Manager and Director of Customer Support & Services. His experience spans several years and includes positions at Repsly Inc and Whole Foods Market, where he developed skills in customer service and team management.
Education and Expertise
Matthew Derman studied at Emerson College, where he earned a Bachelor of Science in Writing, Literature, and Publishing from 2005 to 2008. He also completed his high school education at Lewisburg Area High School, achieving a High School Diploma from 2001 to 2005. His educational background complements his professional expertise in customer support and product management.
Professional Focus and Philosophy
Matthew Derman prioritizes building honest and open relationships with team members to empower them. He focuses on creating clear and consistent processes to maximize team efficiency and scalability. His approach emphasizes the importance of being a knowledgeable expert in the products supported, which enables him to effectively address customer questions and problems.