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About ME
About ME
I'm Jonathan Scott — a customer experience strategist and workflow architect with over 15 years of experience helping companies streamline support operations and scale with confidence. My career has taken me through key roles at Adobe, Tipalti, and 729 Solutions, where I specialized in CRM implementation, team leadership, and process optimization across global support environments.
I’ve built and led customer support teams, redesigned help centers, and implemented end-to-end workflows using tools like Zendesk, Salesforce, and custom APIs. My approach blends operational insight with technical know-how — helping companies reduce friction, improve retention, and empower their teams to work smarter.
I’m passionate about bridging the gap between support and strategy. Whether you’re struggling with ticket backlogs, inefficient processes, or scaling your support infrastructure, I help businesses transform reactive support into a proactive, data-driven advantage.
If you're ready to rethink how your team works, I’d love to help you make it happen.I'm Jonathan Scott — a customer experience strategist and workflow architect with over 15 years of experience helping companies streamline support operations and scale with confidence. My career has taken me through key roles at Adobe, Tipalti, and 729 Solutions, where I specialized in CRM implementation, team leadership, and process optimization across global support environments.
I’ve built and led customer support teams, redesigned help centers, and implemented end-to-end workflows using tools like Zendesk, Salesforce, and custom APIs. My approach blends operational insight with technical know-how, helping companies reduce friction, improve retention, and empower their teams to work smarter.
I’m passionate about bridging the gap between support and strategy. Whether you’re struggling with ticket backlogs, inefficient processes, or scaling your support infrastructure, I help businesses transform reactive support into a proactive, data-driven advantage.
If you're ready to rethink how your team works, I’d love to help you make it happen.
How success is measured
How success is measured
Customer Satisfaction
Customer Satisfaction
One of the most straightforward and important metrics to use. Is the end user satisfied with how their inquiry was handled?
Customer Effort
Customer Effort
How much effort did the end user have to make to get a result? Did they have to keep asking for updates or search for a solution on their own?
Net Promoter Score
Net Promoter Score
Net promoter score is a widely used market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague.
Companies i've worked for
Companies i've worked for
Adobe
Adobe
Adobe Acrobat Sign is a cloud-based e-signature service that allows the user to send, sign, track, and manage signature processes using a browser or mobile device. It is part of the Adobe Document Cloud suite of services.
Tipalti
Tipalti
Tipalti is an accounting software and financial technology business that provides accounts payable, procurement, and global payments automation software for businesses.
729 solutions
729 solutions
729 Solutions is a custom development shop in the San Francisco Bay Area.
certifications
certifications
Zendesk Support Administrator Expert
COMING SOON
Salesforce Certified Administrator
COMING SOON
PMP (Project Management Professional)
COMING SOON
Salesforce Service Cloud Consultant
Testimonials
Testimonials
I had the pleasure of working with Jonathan and think he would be an asset to anyone’s team. He has a real passion for the platforms and products he works with and brings a creativity to problem solving that I don’t see enough of. He’s very patient with clients and was solid at working through their issues. He’s constantly evolving and honing his skills. He also has way better hats than I do 😉 I hope to work with him again in the future!
In my time working with Jonathan, his ability to solve complex business issues for clients by creatively utilizing technology was very impressive. There were numerous instances where he would be able to effectively sift through a client's background clutter, identify the actual root cause of their issue, and then creatively utilize the tools available to provide them with well thought out solutions. In many cases, this involved learning new technologies along the way to solve these issues, which was facilitated by Jonathan's eagerness to expand his knowledge and skills. Additionally, he was able to effectively communicate even the most complex solutions to clients in a manner that was comprehensible, even if the client did not necessarily have the technical skills that they should. In his role as a Solutions Consultant, he was effective and represented our organization very well. Jonathan was enjoyable for everyone here to work and socialize with, and he was a valued member of our team. He would be an asset to any organization.
I had the pleasure of working with Jonathan for two years at Adobe. Jonathan developed reports that met requirements I provide -- using data from both JIRA and Zendesk. Jonathan was great to work with and always responded quickly and completely. He has great insights and is a quick learner. I highly recommend Jonathan's system administration, data query and report development skills.
Part of my work with the customers in Community Support would overlap with Customer Service. Jonathan was one of my go-to partners when matters came up that Customer Service needed to be aware of. He was a vital help in my own day-to-day operations as his knowledge of procedure and access to customer information would ensure that I could hand issues over without having to follow up.
No matter what issue I brought up with him, he would never downplay any report and investigate if the issue could escalate to become a problem for the customer or our company. He also took the time to make sure any communication following and any choices made that affected customers or company would come based on the available facts and projections.
Jonathan also assisted me frequently to find out of a customer issue brought to me was something that I could address with users or something that would be escalated to Customer Service. Not one issue I brought up with him as my go-to point fell through the cracks and he would ensure that follow-ups were performed as needed.
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