Cait Downey
Manager of Customer Support at Tapcheck- Claim this Profile
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Bio
Rachel Appleman 🍏
I worked directly under Cait on the HubSpot Support team. Cait provides a working environment that is productive, fun, and motivating, all at the same time. She finds a way to promote and recognize individual contributors creatively and thoughtfully. Her methods of providing feedback are done constructively, and I consistently walked out of our 1 on 1s feeling empowered and ready to take on more. Cait has an uncanny ability to support her peers and mentees, and she has my highest recommendation.
David Hunt
During her time as a Support manager, Cait was instrumental to the career growth of countless employees. She was one of the most tenured Support managers at HubSpot, and lead her teams through company growth and dozens of organizational changes. Cait builds strong relationships with her reports, putting her people first and being deeply committed to their success and growth.
Rachel Appleman 🍏
I worked directly under Cait on the HubSpot Support team. Cait provides a working environment that is productive, fun, and motivating, all at the same time. She finds a way to promote and recognize individual contributors creatively and thoughtfully. Her methods of providing feedback are done constructively, and I consistently walked out of our 1 on 1s feeling empowered and ready to take on more. Cait has an uncanny ability to support her peers and mentees, and she has my highest recommendation.
David Hunt
During her time as a Support manager, Cait was instrumental to the career growth of countless employees. She was one of the most tenured Support managers at HubSpot, and lead her teams through company growth and dozens of organizational changes. Cait builds strong relationships with her reports, putting her people first and being deeply committed to their success and growth.
Rachel Appleman 🍏
I worked directly under Cait on the HubSpot Support team. Cait provides a working environment that is productive, fun, and motivating, all at the same time. She finds a way to promote and recognize individual contributors creatively and thoughtfully. Her methods of providing feedback are done constructively, and I consistently walked out of our 1 on 1s feeling empowered and ready to take on more. Cait has an uncanny ability to support her peers and mentees, and she has my highest recommendation.
David Hunt
During her time as a Support manager, Cait was instrumental to the career growth of countless employees. She was one of the most tenured Support managers at HubSpot, and lead her teams through company growth and dozens of organizational changes. Cait builds strong relationships with her reports, putting her people first and being deeply committed to their success and growth.
Rachel Appleman 🍏
I worked directly under Cait on the HubSpot Support team. Cait provides a working environment that is productive, fun, and motivating, all at the same time. She finds a way to promote and recognize individual contributors creatively and thoughtfully. Her methods of providing feedback are done constructively, and I consistently walked out of our 1 on 1s feeling empowered and ready to take on more. Cait has an uncanny ability to support her peers and mentees, and she has my highest recommendation.
David Hunt
During her time as a Support manager, Cait was instrumental to the career growth of countless employees. She was one of the most tenured Support managers at HubSpot, and lead her teams through company growth and dozens of organizational changes. Cait builds strong relationships with her reports, putting her people first and being deeply committed to their success and growth.
Experience
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Tapcheck
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United States
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Financial Services
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1 - 100 Employee
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Manager of Customer Support
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May 2023 - Present
As an award-winning fintech company, Tapcheck empowers employers and workers with the employee benefits of earned wage access a.k.a “on-demand pay” and financial education. The result? Reduced employee financial stress, increased employee productivity, lower HR expenses, and higher profits. As an award-winning fintech company, Tapcheck empowers employers and workers with the employee benefits of earned wage access a.k.a “on-demand pay” and financial education. The result? Reduced employee financial stress, increased employee productivity, lower HR expenses, and higher profits.
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Broadlume
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United States
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Technology, Information and Internet
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100 - 200 Employee
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Senior Manager of Customer Support
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Feb 2022 - Nov 2022
Served as the head of Broadlume’s fully remote software support organization. Responsible for operational excellence at the team and individual level, accomplished through engagement, continuous development, and innovation Led the charge on multiple high-impact initiatives including a complete overhaul of the case classification process, implementation of a unified helpdesk CRM system, and establishment of team performance standards & SLAs Drove continuous improvement through 1… Show more Served as the head of Broadlume’s fully remote software support organization. Responsible for operational excellence at the team and individual level, accomplished through engagement, continuous development, and innovation Led the charge on multiple high-impact initiatives including a complete overhaul of the case classification process, implementation of a unified helpdesk CRM system, and establishment of team performance standards & SLAs Drove continuous improvement through 1 on 1 coaching, performance analysis, feedback, cross-departmental collaboration, and training. Efforts resulted in great MoM improvement in SLA achievement, most notably in first response time, resolution time, and CSAT results Show less Served as the head of Broadlume’s fully remote software support organization. Responsible for operational excellence at the team and individual level, accomplished through engagement, continuous development, and innovation Led the charge on multiple high-impact initiatives including a complete overhaul of the case classification process, implementation of a unified helpdesk CRM system, and establishment of team performance standards & SLAs Drove continuous improvement through 1… Show more Served as the head of Broadlume’s fully remote software support organization. Responsible for operational excellence at the team and individual level, accomplished through engagement, continuous development, and innovation Led the charge on multiple high-impact initiatives including a complete overhaul of the case classification process, implementation of a unified helpdesk CRM system, and establishment of team performance standards & SLAs Drove continuous improvement through 1 on 1 coaching, performance analysis, feedback, cross-departmental collaboration, and training. Efforts resulted in great MoM improvement in SLA achievement, most notably in first response time, resolution time, and CSAT results Show less
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Self Employed
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United States
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700 & Above Employee
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Team Operations Manager
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Sep 2019 - Feb 2022
Applied multi-faceted consulting approaches to help businesses establish their own definition of both customer and team success Partnered with Directors and Managers in Services and Sales to develop metrics and KPIs that were clear, easy to understand, and aligned with the goals of the business Supported management through transformational periods focused on improving organizational communication, business performance and operational concerns Applied multi-faceted consulting approaches to help businesses establish their own definition of both customer and team success Partnered with Directors and Managers in Services and Sales to develop metrics and KPIs that were clear, easy to understand, and aligned with the goals of the business Supported management through transformational periods focused on improving organizational communication, business performance and operational concerns
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HubSpot
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United States
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Software Development
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700 & Above Employee
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Manager of Customer Support
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Oct 2013 - Jan 2019
Managed operations of a team of 20+ direct reporting software support specialists and team leads. Responsible for team and individual performance, measured by quality and productivity-based KPIs. Owned the delivery of key programs for employees and managers across the HubSpot Support organization: entry-level onboarding, employee lifecycle, individual career development, performance management, department promotions curriculum, team lead program, rewards and recognition Led a… Show more Managed operations of a team of 20+ direct reporting software support specialists and team leads. Responsible for team and individual performance, measured by quality and productivity-based KPIs. Owned the delivery of key programs for employees and managers across the HubSpot Support organization: entry-level onboarding, employee lifecycle, individual career development, performance management, department promotions curriculum, team lead program, rewards and recognition Led a specialized interdepartmental team of indirect reports in effort to upskill the entire frontline team and meet the growing needs of customers. Partnered extensively with product and technical services teams. Delivered career acceleration courses (the Emerging HubSpotter) to multiple cohorts of select members of the Customer Success and Support teams in our US and Dublin offices.
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Customer Support Team Lead
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Feb 2012 - Oct 2013
Provided effective coaching, feedback, and on-the-floor assistance to team members Managed customer escalations to ensure customer satisfaction and issue resolution Engaged in collaborative efforts with leadership team to improve Support team processes and procedures
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Customer Support Engineer
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Feb 2011 - Feb 2012
Provided multi-channel support and guidance directly to HubSpot customers, with consistently high quantitative & qualitative performance results Developed and maintained a deep understanding of the HubSpot platform, industry, and marketing best practices in order to serve as a resource to both customers and internal teams
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Social Media Strategist
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Sep 2009 - Feb 2011
Managed social media presence of clients including creation, ongoing production, monitoring, and evaluation of campaigns. Created and implemented online marketing strategy integrating social media platforms such as Twitter, Facebook, LinkedIn and blogging. Worked with the design team in the production of ongoing email campaigns that are fully integrated with both online and traditional marketing strategies. Managed social media presence of clients including creation, ongoing production, monitoring, and evaluation of campaigns. Created and implemented online marketing strategy integrating social media platforms such as Twitter, Facebook, LinkedIn and blogging. Worked with the design team in the production of ongoing email campaigns that are fully integrated with both online and traditional marketing strategies.
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Exsos LLC
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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IT Recruiter
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Jun 2008 - Jan 2009
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