Megan Fleming

Megan Fleming has a wealth of experience in customer service and support roles. Megan began their career in 2011 as a Legacy Customer Service Representative at Heritage Auctions. In 2014, they joined Edmentum as a Customer Support Manager, where they managed complex customer relationships and expectations, leveraged data to improve customer representative metrics and customer satisfaction, developed and implemented metrics to representatives that reward exceeding KPIs, and partnered with cross-functional teams across the organization. In 2021, they were promoted to Customer Support Team Lead at brightwheel, where they managed a team of 11+ Customer Support Advocates with 90% meeting or exceeding individual KPI goals and team average exceeding KPI goals in all metrics. Megan also operationalized live chat & chat-triggered phone support, coordinated and implemented absorbing cross-functional teams into larger SaaS Support to improve resourcing, increased CSAT, and aligned KPIs, created and maintained process workflows to increase efficiency and process adherence across individual contributors and the leadership team, and was responsible for customer support process/policy development, documentation, and deployment. Megan is currently a Technical Support Team Lead at Craftable, a position they have held since 2022.

Megan Fleming obtained an Associate of Arts degree from Dallas College North Lake Campus in 2016, where they studied Art/Art Studies, General. In 2019, they obtained a certification from LinkedIn in Transitioning from Individual Contributor to Manager.