Anthony Duffus

Anthony Duffus has over 8 years of experience in customer support roles. In 2019, they became the Head of Customer Support at Pocket Worlds, where they managed, led, and mentored an international fully remote support team handling over 25,000+ inquiries per month and maintained above industry KPIs while doing so. Anthony also set, maintained, and improved OKRs and KPIs for their team, created the support roadmap for the year, reported directly to the CEO, sat on the leadership team and helped shape the direction of the company, integrated CRMs and new CRM features, negotiated custom contracts with CRM companies and other vendors to keep costs down as the company scaled to growth, created and drafted product specs and new support tools/features, created organized and concise training materials and internal knowledge base documentation via Notion, maintained and updated the external knowledge base (FAQ), and hired/built teams overseas directly without BPO companies.

In 2018, Anthony Duffus worked in Community Operations at Amino Apps, where they provided support for millions of users daily, helped to create FAQ/help center documentation, helped create product specs for tools to aid in providing user support, and helped to update and manage the CRM tool to always be up to date with the latest functionalities available.

Prior to this, Anthony Duffus worked at drugstore.com from 2011 to 2018 as a Customer Experience Manager.

Anthony Duffus attended Baruch College from 2013 to 2017 and studied Psychology.