Leo Selie

• Delivered 1-3 weekly implementation projects, leveraging no-code tools like Zapier, Airtable, etc. with consistent 5-star ratings.
• Conducted discovery calls and spontaneous implementation sessions, directly contributing to Flow Digital's revenue streams.
• Overhauled the agency's support function and implemented Help Scout as a cost-effective solution to provide world-class support.
• Trained and mentored colleagues in the intricacies of Zapier and Airtable, assisting Flow Digital's rise to the #1 position in the Zapier Experts directory.

• Developed the "1% New Products Support Vision", and derived the 2025 strategy centering around "Prevention & Deflection", which set the stage for 5 cross-functional projects: Zapier's first-ever feature request board, AI deflection workflows, Voice Of Customer, smoke testing (QA) and New Products enablement.
• Led a strategic initiative to own first-line support in internal feedback channels, which led to a reduction of 25-50% of time spent in Slack for high-value roles like Product Managers and Software Engineers.
• Hired, trained, and led a team of 3 (Sr.) Technical Support Engineers (L3/L4) that led to a reduction of first-response time by 78.1% and increased CSAT by 16.38% in <4 months.
• Created a business case for Zapier's first-ever L4 Sr. Technical Support Engineer, and promoted my direct report to work closer with the EPD team in New Products. This resulted in "the easiest promotion decision in Support" and set the foundation for intel-driven road map prioritization.

• Directed a team of up to 11 EMEAPAC direct reports (L2/L3) through personalized coaching, training, and mentoring, achieving three promotions in one year and driving continuous team performance improvements.
• Spearheaded a cross-team, no-code initiative to launch Zapier's first-ever "Reply Tracker," effectively resolving a multi-year challenge by dynamically and automatically tracking queue productivity.
• Successfully led my team through a Support management restructuring, boosting EMEA's Paid Support NPS from 51% to 72%.
• Collaborated with the Hiring team to refine the technical skill assessment, enabling Zapier to secure its 'best batch of Technical Support Specialists ever' and halved ramp-up time from 6 to 3 months.

• Doubled team queue performance while navigating a restructuring that reduced the workforce by 10%, earning recognition from the VP of Support and CEO and receiving the Support Leadership Impact award in November 2023.
• Achieved +90% team performance above average, leveraging extensive data analysis (first- contact resolution, replies to resolution, replies per hour, CSAT, handle time, etc.) to ensure team SLAs were met consistently.
• Drove a support-wide project as Implementation Manager for Zapier's inaugural AI Chatbot, capturing 35% of chat conversations and safeguarding GDPR compliance by engineering a custom Ada.cx workflow that blocked unauthorized PII collection, averting potential fines of 4% of ARR.
• Developed "Key Support Metrics" Looker dashboards that standardized KPI reporting, ensuring accurate insights during weekly and monthly business reviews across all Support teams.

• Provided world-class technical support, helping +10,000 users with workflow recommendations, technical troubleshooting, billing questions and resolving disputes.
• Trained and mentored peers, executed the highest volume of 2FA reset callbacks, and authored extensive internal knowledge base articles, securing the #1 ranking on Super Star's leaderboard for four consecutive quarters.
• Introduced "Super Star": an automated and internal gamification leaderboard to recognize and reward peer leadership. This stimulated "fast and accurate" knowledge sharing and help throughout the Support org.
• Developed, coordinated and documented a scalable solution with no-code to perform outbound churn recovery, which was later rolled up in the Retention Team to save 6-figures in ARR.
• Coached and mentored an L&D coworker as an internal 'Zapier Coach,' accelerating their promotion to L2 within eight months.
• Participated as the secondary interviewer for technical skills assessments with a focus to evaluate technical troubleshooting proficiency and providing empathic world-class customer support.

• Provided "fast and accurate" support to 30-50 customers daily, earning the title of "queue-crusher", while improving key performance indicators like CSAT, replies to resolution, average handle time, etc.
• Developed and integrated the '2FA Reminder Bot,' which achieved a 95% on-time call-back rate by automating appointment follow-ups using a custom Slack app, Zapier, and Airtable.
• Created and distributed 'Zapier Tools' an Alfred workflow that streamlined access to internal resources and saved over one hour per person each week.
• Architected and implemented a scalable "Paid Calls" solution for technical support via Zoom, leading a team of 2 with a data-first approach and integrating the initiative into the Zapier Experts program to sustain customer assistance.
• Heavily advocated for a pre-renewal email initiative that proactively alerted customers, reducing overhead (support tickets, refund cost) and billing disputes.
• Served as the primary communication lead in incident management, delivering timely internal and external updates while assessing customer impact to drive effective resolutions.

• Kaspersky Labs: Designed and shared various bash scripts to automate workflows for customers, which resulted in a +90% reduction in average phone handle time.
• Kaspersky Labs: Provided multichannel and concurrent technical support for Windows, Mac, Android and iOS systems (phone, live chat, email and remote installations).
• Kasperky Labs: Developed and distributed "Kookle" (an HTML-based table, with a Google-like interface) with HTML and JavaScript, which reduced vital lookup of SOPs from ~50s to <1s, drastically improving average handle time and processed followed by +110 colleagues.
• Western Union: Assisted Agents with support inquiries over the phone (+70 calls daily) and broke the company record by performing 113 calls in 7h15', earning the internal nickname of 'Smokey Keyboard'.

• Deployed in Kandahar, Afghanistan in 2014, leading a team of 8 NATO team members, protecting the international airfield. We all made it home.
• Drill instructor in KSOO, Sint-Truiden, transforming civilians into NCOs.
• Certified as Air Commando, and graduated as a sergeant in KSOO (2-year tactical training).
• 4 years of continuous training, ranging from TCCC, CRT techniques, advanced camouflage, weapons instructor, radio operator, etc.

This award goes to a leader in the Support department at Zapier for making the biggest impact.