Kenji Hayward
About Kenji Hayward
Kenji Hayward serves as the Head of Customer Support at Front, where he has worked since 2018. He has a strong background in customer support management, having held leadership roles at various companies and achieving notable recognition for customer satisfaction.
Work at Front
Kenji Hayward has served as the Head of Customer Support at Front since 2018. In this role, he has led initiatives that contributed to the company's recognition as the 2020 Stevie Award Winner for Customer Support Team of the Year. Under his leadership, the customer support team achieved a 100% customer satisfaction score and won the 2023 Stevie Award for Customer Service Department of the Year. Hayward has developed a global customer support strategy and has been involved in launching a support operations team at Front. He has also focused on adapting customer support practices to advancements in AI and improving support efficiency through tool consolidation.
Previous Experience
Before joining Front, Kenji Hayward held several positions at Revel Systems. He worked as a Technical Support Engineer from 2012 to 2013, then progressed to Technical Support Manager from 2013 to 2014, and later served as Director of Support from 2014 to 2016. Following his tenure at Revel Systems, he worked at Fluxx as Director of Support from 2016 to 2018. Throughout his career, he has gained extensive experience in customer support management and strategy development.
Education and Expertise
Kenji Hayward studied at the University of California, Berkeley, and also attended San Francisco State University. His educational background has equipped him with the knowledge and skills necessary for his roles in customer support leadership. He has expertise in customer satisfaction metrics, having achieved a top 10 global ranking for customer satisfaction rating (CSAT) in 2022 and received the 2021 Customer Happiness Award for creating an effortless customer experience.
Achievements
Kenji Hayward has achieved significant recognition in the field of customer support. In 2022, he led a team that attained a top 10 global ranking for customer satisfaction rating (CSAT). He also received the 2021 Customer Happiness Award for his contributions to enhancing the customer experience. His leadership at Front has resulted in the team winning the 2023 Stevie Award for Customer Service Department of the Year, highlighting his commitment to excellence in customer support.
Contributions to Customer Support Practices
Kenji Hayward has actively contributed to discussions on the evolving landscape of customer service. He has been involved in creating guides aimed at achieving high CSAT scores and has experience with tools such as Zendesk, Forumbee, and Salesforce Desk. His focus on continually improving the customer experience is evident in his work on developing new support career paths and adapting customer support strategies to leverage advancements in AI.