John Shea
About John Shea
John Shea is the Director of Customer Operations at Zenput, where he has worked since 2019. He previously held roles at Thebaybridged.com and Lively, and he has extensive experience in customer operations and support metrics.
Current Role at Zenput
John Shea serves as the Director of Customer Operations at Zenput, a position he has held since 2019. In this role, he is responsible for delivering high-impact insights and metrics reporting to Zenput's leadership. He plays a crucial role in ensuring long-term customer health by driving exceptional customer satisfaction scores and support metrics. Shea also serves as the primary escalation point for ongoing customer support issues within Zenput's global market, ensuring that customer needs are addressed effectively.
Previous Experience at Zenput
Prior to his current role, John Shea worked at Zenput as the Senior Manager of Customer Operations from 2015 to 2018. In this capacity, he focused on enhancing customer satisfaction and support metrics. His responsibilities included driving initiatives that aligned the Customer Support organization with Zenput's overall company goals and processes. Shea's experience in this role laid the foundation for his current leadership position.
Professional Background in Customer Care
Before joining Zenput, John Shea held the position of Head of Customer Care at Lively from 2014 to 2015. His work in this role contributed to his expertise in customer operations and support. Earlier in his career, he worked as a journalist for Thebaybridged.com from 2009 to 2011, where he developed strong communication skills that have been beneficial in his customer-facing roles.
Collaboration and Cross-Functional Initiatives
In his current role at Zenput, John Shea drives cross-functional initiatives and fosters alignment between critical partners, including marketing, finance, product, revenue operations, and IT. He encourages high standards of performance within the organization and inspires team members to identify new opportunities for continuous improvement. His collaborative approach ensures that the Customer Support organization effectively meets the needs of Zenput's customers.
Commitment to Company Culture
John Shea serves as a champion for Zenput's culture and core values. He interfaces with counterparts in the Sales and Operations teams to ensure that the Customer Support organization is aligned with the company's mission. His commitment to fostering a positive work environment contributes to the overall success of Zenput and its customer operations.