Nick Smith is an accomplished leader in customer support and incident management, currently serving as the Director of Escalations and Incident Management at GitHub since May 2024. With a strong background from Bolt, where Nick significantly expanded the service organization while enhancing customer satisfaction, and Microsoft, where Nick held various roles leading support operations for consumer devices and Xbox, the focus has consistently been on improving processes, fostering collaboration, and optimizing team performance. Notable achievements include substantial reductions in support incidents, increased efficiency, and cost savings across multiple organizations.
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