Rory Bain

Rory Bain is currently a Product Engineer at Incident.io, and has previous experience working as an Enablement Manager.

Rory started their career at Pento in April 2020, where they quickly grew the service desk function to allow all stakeholders to report incidents and request help. Rory documented all consumer and client support processes on confluence, which served as a valuable resource for new CS agents, as well as a source of knowledge for existing agents.

In addition to providing first line client support, Rory also managed a team of 6 CS agents, keeping them motivated and focussed on the customer. This included training new joiners and being responsible for their development. Rory produced weekly reports on key CS metrics using Looker, which distributed updates from the team and ongoing projects to the wider business.

Rory also coordinated with the Projects Team to deliver and manage requirements for client implementation and resource allocation. They priortised and coordinated user feedback with the product team, following through to solution using Trello. Rory worked closely with Head of CS to improve the department's output aligned with high level objectives, stepping into leadership role alongside the Head of CS when necessary.

Rory also answered tickets to stay close to the customer and up to date with any pain points they were experiencing. They improved Zendesk macros for agents to ensure that tone of voice was consistent across the team and to reduce time spent on a ticket.

Rory Bain earned a Bachelor of Arts in Theirpanic Studies from The University of Sheffield.

Some of their coworkers include James Shedden - Designer, Jack Cook - Product Analyst, and Isaac Seymour - Product Engineer. Rory Bain reports to Chris Evans, Co-Founder & CPO.