Andrew Nelsen
About Andrew Nelsen
Andrew Nelsen serves as the Senior Manager of Customer Support Operations at Webflow, where he has worked since 2017. He has a background in customer service and operations, with previous roles at TeleTech, John Q. Hammons Hotels & Resorts, Amazon, and Sonic Drive-In.
Work at Webflow
Andrew Nelsen has served as the Sr. Manager of Customer Support Operations at Webflow since 2017. In this role, he has developed policies in collaboration with cross-functional partners to ensure security and compliance for a global customer base. He has also scoped and deployed enhancements to the Customer Support toolstack, improving functionality in platforms such as Help Scout, Zendesk, and Tableau. Additionally, he implemented a QA process and team within the Customer Support department, which enhanced peer-to-peer feedback and learning opportunities. Nelsen has led initiatives to improve data-driven decision making, addressing information asymmetry to solve complex issues such as hiring and automation.
Previous Experience
Before joining Webflow, Andrew Nelsen worked at TeleTech as a USAA Associate for nine months in 2016. He also held the position of Guest Service Representative at John Q. Hammons Hotels & Resorts from 2010 to 2014, where he gained valuable customer service experience in the Springfield, Missouri Area. Earlier in his career, he worked as an Associate at Amazon for four months in 2007 and as a Car Hop at Sonic Drive-In for four months in 2006 in Newport News, Virginia.
Education and Expertise
Andrew Nelsen studied at Missouri State University, where he earned a Bachelor of Science (BS) degree from 2011 to 2015. His educational background has provided him with a foundation in business principles, which he has applied throughout his career in customer support operations. Nelsen's expertise includes developing cultural and knowledge-based initiatives for fully distributed teams, focusing on career empowerment and streamlined onboarding processes.
Achievements in Customer Support Operations
In his role at Webflow, Andrew Nelsen has made significant contributions to the Customer Support Operations team. He has created policies that enhance security and compliance for a diverse customer base. His work in scoping and deploying enhancements to the Customer Support toolstack has improved operational efficiency. Nelsen's implementation of a QA process has fostered a culture of feedback and continuous learning within the team, further strengthening the department's capabilities.