Customer Support Pipeline & Workflows
Stood up a customer-support operation from the ground up on Jira Service Management — the pipeline, tooling, and day-to-day workflows that let a team handle volume with consistency.
What was broken
A team needed a real support operation where there wasn't one — no defined queue, no routing, no repeatable workflow. Tickets arrived, and everything after that was improvisation. That doesn't survive contact with volume.
What I built
I built the operation on Jira Service Management: defined the intake-to-resolution pipeline, designed the board and its workflow states, set up routing and SLAs, and documented the day-to-day so the process didn't live in one person's head. The goal was a system a team could run, not a hero could carry.
What changed
A support function that runs as a system — consistent handling from queue to done, work that's visible and routable instead of stuck in inboxes, and a documented foundation the team can scale on. (Client under NDA.)