Tony H.
About Tony H.
Tony H. is a Senior Support Operations Technology Manager at FreshBooks, with extensive experience in support operations and technology management. He has held various roles at FreshBooks since 2014, contributing to areas such as change management, tech stack optimization, and career mentoring.
Current Role at FreshBooks
Tony H. serves as the Senior Support Operations Technology Manager at FreshBooks since 2022. In this role, he oversees the integration and optimization of support operational tools and technologies. He acts as a key liaison among various stakeholders within the company, ensuring that the support operations are aligned with organizational goals. His responsibilities include managing change within support operations and providing insights on technology enhancements.
Previous Experience at FreshBooks
Tony H. has held multiple positions at FreshBooks, starting as a Technical Support Specialist from 2014 to 2015. He then progressed to roles such as Technical Support Team Lead (2015-2018), Senior Technical Support Team Lead (2018-2019), Senior Lead - Support Systems (2019-2020), and Program Manager - Support Operations (2020-2022). His experience at FreshBooks has focused on scaling support operations and optimizing technology solutions.
Work History at Spin Master Ltd.
Tony H. worked at Spin Master Ltd. as a Supply Chain Specialist from 2013 to 2014 and previously in Consumer Care and Shipping from 2011 to 2013. His roles involved managing supply chain processes and enhancing customer care operations. This experience contributed to his expertise in operational efficiency and customer service.
Educational Background
Tony H. studied at Wilfrid Laurier University, where he earned a Bachelor of Arts in History from 2006 to 2011. He also attended Central Commerce Collegiate Institute, achieving his Ontario Secondary School Diploma (OSSD) from 2002 to 2006. His educational background provides a foundation for his analytical skills and understanding of operational processes.
Expertise in Support Operations
Tony H. has developed significant expertise in scaling support operations, particularly in contact center systems. His focus areas include customer relationship management (CRM), customer experience platforms (CXP), telephony, computer telephony integration (CTI), customer satisfaction (CSAT), and chat systems. He provides career mentoring and people management to enhance the support operational capabilities at FreshBooks.