Lance Conzett
  • @lanceco
  • CX Leader, Photographer, Raconteur
  • Nashville, TN
  • He / Him / His
Over the past decade, I've worked in every role that customer support has to offer. From crushing queues to leading teams to directing support strategy as a senior leader. I've been a supervisor, a project manager, a content creator, a salesman, an engineer, an analyst—often, all in the same 8 hour work day.

When you're in support, you're expected to wear a lot of hats. Above and beyond empathizing with customers and being their voice in the company, you're also tapped to do sales demos, write marketing blogs, QA test software updates, and more. In all my time as a support agent and manager, I was spinning plates—many of which belonged to other teams.

And that's what I'm trying to fix.

As a Customer Experience leader, my goal is to create an environment where support folks can find a career and thrive in it. Not by piling ancillary work on their shoulders but by encouraging specialization and ownership.

At Postmates, I lead teams devoted to supporting support people: tools, knowledge management, and project operations. Our charge is to provide our customers and associates with the best resources available to make the support process as painless and effortless as possible.

At Raven, I quite literally wrote the book on how to do support. I created structure where none had existed before and worked toward building a sustainable future for support.

Some of my accomplishments include:
- Reducing our incoming ticket volume at Raven by more than 60% and our median resolution time from a week to several days.
- Establishing the CX Tools team at Postmates, a center of expertise for our support tools like Zendesk and UJET, and growing it by 200% in less than a year.
- Successful sourcing, project managing, and launching new tools for learning management, quality assurance, workforce management, and social media support.
- Speaking at respected national support conferences, and contributing to popular support blogs like HelpU. 

Beyond my work in support, I also maintain a thriving career as a freelance writer and photographer. Over the past decade, I've interviewed musicians, comedians, actors, and artists ranging from Aziz Ansari to William Shatner for Nashville's alternative weekly newspaper, Nashville Scene. I'm an accomplished music and event photographer that has shot everyone from Neil Young to Young Thug, for clients like Nashville Scene, Spin, and Sony Music Nashville.
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Resume

Sep 2021 - Present

Customer Experience Lead, Found

Mar 2021 - Sep 2021

Program Manager, Uber

Dec 2018 - Mar 2021

Business Operations Manager, Postmates