Lizzie Liu

Lizzie Liu is the current Head of Customer Support at NexHealth. Lizzie has extensive experience in managing customer support operations for companies of all sizes. Lizzie has a proven track record of optimizing support networks and increasing customer satisfaction.

Lizzie began their career at DoorDash, where they served as Manager of Global Support Operations. In this role, they were responsible for strategizing and optimizing the support network, translating business launches into support needs, designing and supporting experiments to improve customer satisfaction, and building models to track and forecast cost from labor, technology, etc. Lizzie also maintained SLAs for phone, chat, and email queues, negotiated MSAs/SOWs with sourcing teams, and managed relationships with BPO vendors and other SaaS tools.

During their time at DoorDash, Lizzie grew the agent count from 5,000 to 15,000 globally and successfully budgeted support cost on a quarterly and yearly basis. Lizzie also project managed the integration of AI technology and other business applications into support operations with engineering teams. Additionally, they investigated fraud and negotiated claw-backs, as well as established new processes/permissions for future fixes.

Most recently, Lizzie has been leading NexHealth's customer support team through the COVID19 pandemic. Lizzie has prioritized the support network and scaled support operations to meet the needs of the crisis. Lizzie has also managed vendor relationships with BPO partners and SaaS vendors to ensure that NexHealth's customers have the best possible experience.

Lizzie Liu received a Bachelor of Science in Environmental Economics and Policy from the University of California, Berkeley.

They work with and Chase Corbridge - Director of Enterprise Sales. Lizzie Liu reports to Michael Zippiroli, Head of Sales & Customer Success.