Ryan Ross
About Ryan Ross
Ryan Ross serves as the Customer Services Director at Overleaf, where he has worked since 2019. With a background in customer support and project management, he has held various roles in notable organizations, including Thomson Reuters and FlightSafety International.
Current Role at Overleaf
Ryan Ross serves as the Customer Services Director at Overleaf (Writelatex Limited) since 2019. In this role, he establishes and reports key performance indicators (KPIs) for customer support and enterprise onboarding. He directs and manages training and learning initiatives for both end users and B2B clients, which include developing a knowledge base and conducting live webinars. Additionally, he represents Overleaf at various conferences, presenting the company's services and innovations.
Previous Experience
Prior to his current position, Ryan Ross held several roles that contributed to his expertise in customer service and project management. He worked at Thomson Reuters as an Implementation Project Manager from 2008 to 2011, and later as a Strategic Client Manager from 2011 to 2015. He also served as an Enterprise Solutions Analyst at CFA Institute for a brief period in 2015-2016. His earlier career included positions as a Flight Instructor at FlightSafety International and as a Captain at Independence Air.
Educational Background
Ryan Ross has a diverse educational background. He studied Aeronautical Science and Management at Embry-Riddle Aeronautical University, achieving a Master of Aeronautical Science (M.A.S.) from 1999 to 2003. He also holds a Bachelor of Arts in Sociology from Wellesley College, where he studied from 1992 to 1996. Additionally, he earned a Master of Education in Instructional Technology from the University of Virginia in 2004.
Professional Development Initiatives
At Overleaf, Ryan Ross has established a career ladder for the customer service team, focusing on promoting and coaching new managers and team leads. He has scaled a remote, global team to support over 1800 individual users each month. His commitment to professional development is evident in his management of training programs and resources aimed at enhancing the skills of team members and improving customer service delivery.
Personal Interests
Ryan Ross is a lifelong learner and an avid reader. He engages in running, describing himself as a slow but joyful runner. These personal interests reflect his commitment to continuous growth and well-being outside of his professional responsibilities.