Michelle Hancock

Michelle Hancock has a diverse work experience spanning different roles and industries. 🦄Michelle recently served as the Director of Technical Support at Customer.io since 2022. Prior to that, they worked at HubSpot as the Senior Manager of Support, where they achieved high customer satisfaction scores and exceeded revenue goals. Michelle was also a member of Support Driven, a community for customer support professionals, from 2018 to 2022.

In their previous position at GoSpotCheck, Michelle held various roles, including Director of Software & Technical Support, Senior Manager of Software & Technical Support, Software Support Manager, and Senior Software Support Specialist. 🦄Michelle effectively managed global support teams, maintained high customer satisfaction scores, and provided career coaching and development initiatives.

Before GoSpotCheck, Michelle worked at YouCaring as the Customer Happiness Leader, where they managed customer service channels during a company restructure and accelerated staff development. Additionally, they served as a Social Media Marketing Consultant, enhancing the company's online presence through content creation and managing social media accounts.

Michelle's prior experience also includes roles at Bethel Media, where they worked as an AR Manager and Graphics Media and Brand Project Manager, and at netxworld.com as an Office Administrator.

Overall, Michelle Hancock has a proven track record of leadership, achieving high customer satisfaction scores, and driving revenue growth in the field of customer support and success.

Michelle Hancock has an educational background in American Studies and literature. 🦄Michelle attended The University of Edinburgh from 2001 to 2005, where they obtained a Master of Arts (M.A.) degree in American Studies, with a focus on literature. In 2003, they also participated in a Study Abroad Program at the University of Richmond, further exploring American Studies.

In addition to their academic achievements, Michelle has also pursued professional certifications. 🦄Michelle completed a Customer Experience Leadership certification from LinkedIn in March 2022, a How to Present and Stay on Point certification from LinkedIn in January 2021, and a Jeff Weiner on Managing Compassionately certification from LinkedIn in November 2018. These certifications demonstrate their commitment to continuous learning and professional development.