Russell Sears
About Russell Sears
Russell Sears is the Manager of Customer Support at MINDBODY in Sydney, Australia, where he has worked since 2019. He has a diverse background in technical support and management, having held various roles in companies such as Pacific Magazines, Qbt Consulting, XCentral, and Datacom.
Work at Mindbody
Russell Sears has been serving as the Manager of Customer Support at MINDBODY since 2019. In this role, he manages resource levels within regional support hours under a follow-the-sun model, ensuring comprehensive support coverage across different time zones. His responsibilities include overseeing handover processes and maintaining operational efficiency. Under his leadership, the customer support team has focused on delivering effective solutions while managing complex case escalations.
Previous Experience
Before joining MINDBODY, Russell Sears held various positions in the technology and support sectors. He worked as a Desktop Engineer at Pacific Magazines from 2007 to 2009. He then served as a Remote Service Engineer at Qbt Consulting for seven months in 2015. Additionally, he was the Service Excellence and SMO Manager at XCentral from 2015 to 2019, where he implemented successful escalation processes that improved customer retention.
Education and Expertise
Russell Sears possesses extensive expertise in customer support management and technical operations. His experience includes training and integrating support teams, particularly in the APAC region. He has collaborated with product managers to create data-driven solutions that address customer needs, demonstrating his analytical skills and ability to enhance service delivery.
Achievements
In recognition of his performance, Russell received the 'Cool Under Pressure Award' in 2020 for his ability to maintain composure and deliver effective solutions during challenging situations. His contributions to the support organization include managing complex case ownership and coordinating between US and EMEA departments, showcasing his leadership and problem-solving capabilities.
Role in Team Development
Russell Sears played a significant role in training and integrating the Philippines team into the support services organization. He provided operational oversight for APAC support personnel, ensuring that the team was well-equipped to handle customer inquiries and support requests effectively.