Erica Simmons
About Erica Simmons
Erica Simmons is a Manager of Customer Support at Runway, where she focuses on machine learning applications in video editing. With over 10 years of experience in SaaS startups, she emphasizes data-driven decision-making and has a strong background in managing remote teams.
Current Role at Runway
Erica Simmons serves as the Manager of Customer Support at Runway, a position she has held since 2023. In this role, she focuses on leveraging her extensive experience in customer support to enhance service delivery and improve customer satisfaction. Her interest in machine learning applications in video editing aligns with Runway's innovative approach to technology, allowing her to contribute to the company's mission effectively.
Previous Experience in Customer Support
Erica Simmons has over 10 years of experience in customer support within SaaS startups. Prior to her role at Runway, she worked at KUDO as a Technical Support Manager from 2020 to 2023. She also held various positions at InVision, including Tier 2 Support Team Lead and People Operations Analyst, where she contributed to process improvements and team management. Additionally, she worked as a Level 2 Customer Advocate at MemberClicks and as a Records Coordinator at Agnes Scott College.
Education and Expertise
Erica Simmons earned her Bachelor’s Degree in Music from Agnes Scott College, where she studied from 2005 to 2009. Her educational background complements her professional expertise in customer support and operations. She is proficient in various tools and technologies, including Zendesk Support Enterprise, Jira, and Google Suite, among others. This technical knowledge supports her ability to manage customer support processes effectively.
Advocacy for Remote Work
Erica Simmons is an advocate for remote work, having managed remote teams throughout her career. Her experience in remote environments has equipped her with the skills necessary to lead and support teams effectively, ensuring productivity and collaboration across distributed workforces. This advocacy aligns with the growing trend of remote work in the tech industry.