Joshua Bier
About Joshua Bier
Joshua Bier is a Manager of Customer Support at Rakuten Marketing, where he has worked since 2018. He has a background in customer support and training, having previously held roles at Rakuten Marketing and Tufts University.
Work at Rakuten Marketing
Joshua Bier currently serves as the Manager of Customer Support at Rakuten Marketing, a position he has held since 2018 in New York, NY. In this role, he oversees customer support operations and implements strategies to enhance service delivery. Prior to this, he worked as Team Lead for Customer Support from 2015 to 2018, where he was instrumental in implementing a new customer feedback system that improved customer satisfaction scores by 15%. He also held the position of Senior Publisher Support Representative from 2012 to 2015, contributing to various initiatives that improved team performance.
Education and Expertise
Joshua Bier earned a Bachelor of Science degree in Engineering from Tufts University, where he studied from 2004 to 2010. His academic background provides him with a strong foundation in analytical thinking and problem-solving. During his time at Tufts, he also worked as a Grader for three months in 2009, which further developed his skills in evaluation and assessment.
Background in Customer Support
Joshua Bier has extensive experience in customer support, having worked in various roles within Rakuten Marketing. His career in customer support began as a Senior Publisher Support Representative, where he developed a deep understanding of customer needs and support processes. He later advanced to Team Lead and then Manager, where he has successfully implemented training programs that reduced onboarding time by 20% and organized workshops to enhance communication between departments.
Achievements in Customer Support
Throughout his career, Joshua Bier has achieved significant milestones in customer support. He implemented a customer feedback system that notably improved satisfaction scores. He also developed a comprehensive training program for new hires, streamlining the onboarding process. Additionally, he collaborated with the product development team to incorporate customer insights into new features, demonstrating his commitment to enhancing customer experience.
Industry Engagement
Joshua Bier actively participates in industry events, including a panel discussion at the Customer Support Summit in 2022. His focus on innovative support strategies highlights his commitment to staying at the forefront of customer service trends and sharing knowledge with peers in the industry.