Patrick R. Williamson

I'm a passionate and detail-driven Customer Support Manager with over six years of experience in the SaaS tech space. I thrive on building strong team connections and fostering a positive, collaborative culture—because I believe that great support starts from within!

I lead a global, 24/7 remote support team and consistently maintain customer satisfaction above 93%. I'm hands-on with Zendesk administration and reporting, ensuring we meet—and often exceed—our service level standards. I perform regular ticket reviews to maintain high-quality issue notation and ensure our support standards are upheld.

I'm experienced in troubleshooting a wide range of SaaS products, which helps me guide the team and jump in when deep technical insight is needed. My role also involves directly handling customer inquiries and escalations, where I’ve built strong relationships with Company Administrators from major organizations. Through consistency, expertise, and clear communication, I’ve become a trusted advisor—someone they rely on not only for issue resolution but also strategic guidance.

My work often intersects with Customer Success to support renewals and long-term customer health. I oversee internal documentation and manage a user-friendly, customer-facing knowledge base. As part of a larger project management initiative, I successfully consolidated multiple separate knowledge bases into one cohesive resource—improving discoverability, consistency, and cross-functional collaboration.

Known for being organized, approachable, and a go-to resource for clients and colleagues, I take pride in mastering our systems and processes so I can offer expert-level support across the board.