Max Keeler
About Max Keeler
Max Keeler is the Director of Customer Experience at Ladder Insurance, where he has significantly improved customer satisfaction and operational efficiency. He has a diverse background in customer operations and support, having worked at notable companies such as WhatsApp, Facebook, and REI.
Current Role at Ladder Insurance
Max Keeler serves as the Director of Customer Experience at Ladder Insurance, a position he has held since 2021. In this role, he has focused on enhancing customer satisfaction and operational efficiency. He successfully implemented a management structure and introduced new functions within the Customer Experience organization. Under his leadership, the Sales team doubled its conversion rate, and the Customer Satisfaction Score (CSAT) increased from 70% to 88%. He also launched and stabilized new phone and chat support channels, significantly improving customer support options.
Previous Experience at WhatsApp Inc.
Max Keeler worked at WhatsApp Inc. in various roles from 2014 to 2018. He began as the Manager of Localization and Customer Operations, where he focused on optimizing customer interactions. He then transitioned to the role of WhatsApp Customer Operations Manager, overseeing customer support operations. In 2017, he briefly served as the Market Support Operations Manager before moving to a Customer Operations Manager position until 2018. His experience at WhatsApp contributed to his expertise in customer operations and support.
Experience at Avochato and REI
Before joining Ladder Insurance, Max Keeler held the position of Head of Customer Success and Support at Avochato from 2019 to 2021. His leadership in this role focused on enhancing customer success strategies. Prior to Avochato, he worked at REI as a Sales Specialist from 2008 to 2012. His experience at REI provided him with a strong foundation in customer service and sales, which he has built upon throughout his career.
Educational Background
Max Keeler studied at the University of California, Berkeley, where he earned a Bachelor of Arts degree in Political Economy and Chinese. His studies spanned from 2008 to 2012, during which he developed a strong understanding of economic principles and cultural dynamics. This educational background has informed his approach to customer experience and operations.