Mark Sherwood

About

I’m a Customer Experience & Support Operations Leader with 13+ years in SaaS, Support, and Escalations. I specialize in building scalable support systems, launching live chat and AI-powered operations, and leading global teams through growth and change. Highlights: • Support Operations Leadership: Launched 24/5 live chat at Hospitable, reducing first response time from 2.5 hours to under 15 minutes and raising quality scores above 95%. • CX Strategy & Retention: At Fishtank Consulting, designed a support offering that achieved 100% CSAT and client retention while cutting costs 40% and boosting efficiency 30%. • Incident Management & Escalations: At Shopify, led escalated support and major incident response, coordinating cross-functional teams and improving productivity by 40%. • Team Leadership: Built and scaled teams from scratch, managed BPO and in-house operations, and coached managers—60% of my direct reports earned promotions in two years. Core Expertise: • Customer Experience Strategy · Support Operations · SaaS Enablement • Live Chat & AI Ops · Workforce Planning · Knowledge Management • Escalation & Incident Management · Customer Retention · Process Improvement I’m known for creating systems that scale, reducing complexity, and helping teams deliver consistent, high-quality service. If you’re scaling support, building out CX operations, or rethinking customer journeys, let’s connect.

Experience

• Freelance CX Writer · Supported Content10/2024 – Present

  Writing articles on Customer Experience, Support, and Success, covering process design, leadership, change management, and software reviews.

• Customer Support Manager - Contractor · Hospitable.com05/2025 – 08/2025

  Launched 24/5 Live Chat, improved first response time, built scaled escalated IC and BPO teams, developed labor plans, and owned executive-level escalations.

• Senior Manager of Customer Experience · Fishtank Consulting01/2024 – 04/2025

  Created support offerings, managed key accounts, delivered process improvements, and set new standards for support delivery.

• Escalated Money Support Lead & Incident Response Expert · Shopify01/2019 – 07/2023

  Directed high-performing teams in Merchant Tax and Billing Payments, built support systems from scratch, led incident response, and drove productivity improvements.

Education

• University of VictoriaBachelor of Arts - BA, Geography

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