Doug Miller

Customer Experience & Support Strategy

• Create and champion a customer-first approach across all technical support channels, ensuring a seamless, responsive, and delightful experience.
• Establish support SLAs, KPIs, and quality assurance measures that reflect our commitment to excellence.
• Embed customer empathy, ownership, and responsiveness into the culture of the support team.

Team Development & Leadership

• Build, lead, and develop a high-performing team of Technical Support Engineers focused on quick resolution and strong collaboration with product and engineering.
• Define team structure, roles, onboarding processes, and performance metrics.
  
  

Tools & Infrastructure

• Identify, evaluate, and implement the best tools and technologies to enable scalable, efficient, and intelligent technical support.
• Oversee the creation and maintenance of a robust knowledge base for internal and external users.
  
  

Reporting & Insights

• Develop a monthly support governance report capturing metrics such as:
  • Ticket response times
  • Ticket resolution times
  • Customer satisfaction (CSAT)
  • First contact resolution rate
• Lead monthly technical support trends analysis, providing actionable insights to the product and engineering teams to guide roadmap decisions.
  
  

Hardware Support Optimization

• Lead initiatives to reduce and streamline support requests related to Impruvon’s hardware products (e.g., medboxes, e-kits).