Cover Letter Writer

Kindling is looking for a Senior Support Manager who treats support as a product problem, and that is how I got our median first-reply time at my current fintech from 9 hours to under 1 hour. I didn't add headcount or write more macros. I tagged three months of tickets, saw where the volume actually came from, and rebuilt triage around it. I've spent 7 years in customer support, 3 of them managing, and I now lead a team of 5. I also built the escalation process my team still uses, and I coach by going through real tickets with people rather than handing out scripts. Owning response times, escalations, and coaching for a team of 8, while working with product on recurring issues, is the work I already like doing. I'd welcome a conversation about it.

Kindling's posting asks for a Senior Support Manager who treats support as a product problem. That framing matches how I've worked, and it's why the Kindling role caught my attention: a team of 8, with ownership of response times, escalations, and coaching, and a direct line to product. The clearest example from my own work is first-reply time. At my current fintech, where I lead a team of 5, median first reply was 9 hours. Before changing anything, I tagged three months of tickets to see what was actually coming in and where it was getting stuck. Rebuilding triage around that data brought the median under 1 hour. The fix came from reading the tickets, not from pushing the team to type faster, and I'd bring the same habit to the recurring issues you want surfaced to product. I also built the escalation process my team uses today, and it has stayed in place since. I'm comfortable owning that kind of process end to end: designing it, rolling it out, and keeping it useful. [Add one or two sentences on how you handle a difficult escalation in practice, such as who gets pulled in and how you follow up with the customer.] On coaching, I work from real tickets rather than scripts. I'd rather sit down with someone, read a conversation they handled, and talk through the decisions they made than give them a template to follow. That has been my approach across 3 years of managing, within a 7-year support career. What appeals to me about Kindling is the combination in the posting: running a team day to day while also helping shape the product by pointing to what keeps breaking. I'd like to talk about how your team handles that today and where you'd want a senior manager to push. Thank you for your time.