Stephen Loase is an accomplished leader in technical support and customer success, currently serving as the Head of Global Support at Zip since June 2025. Prior to this role, Stephen was the Sr. Director of Technical Support and Technical Account Management at Simpplr, where a 25-person team was developed, significantly improving customer satisfaction from 64% to 99% and decreasing customer escalations by 80% through innovative use of AI tools. Experience also includes serving as Director of Technical Support and Customer Success Operations at Observe.AI, where another global team was established, achieving a remarkable CSAT improvement from 75% to 98%. Earlier positions include leadership roles at Optimizely, where Stephen won multiple awards for customer service excellence, and at The J.M. Smucker Company. Stephen holds a Bachelor's degree in Business Administration from San Diego State University.
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