Escalation governance
Severity models, RCA workflows, incident reporting, and Engineering handoff.
Jonathan Scott
Support Operations & CRM Systems Architect
Zendesk Architecture · Workflow Automation · Escalation Management · Support Analytics
Profile
15+ years in support operations, building the intake, routing, SLA, and escalation workflows that keep support queues healthy and customers informed. Zendesk administrator and architect across enterprise SaaS (Adobe Sign) and regulated fintech (Tipalti), with three custom Zendesk apps and integrations with Jira, Salesforce, NetSuite, and LogRocket. At Tipalti, owned CRM data and workflows for Support, Client Success, Implementation, and Compliance. Trusted partner to Product and Engineering on escalations, root cause analysis, and customer feedback loops.
Selected impact
92% → 98%Average CSAT lift across Adobe and Tipalti
~22% fasterAverage case resolution time reduced at Tipalti
7% → 14.8%Survey response rate at Tipalti
4 teamsCRM workflows owned concurrently at Tipalti
Systems expertise
Zendesk / CRM architecture
Routing, triggers, automations, SLAs, reporting, and configuration governance.
Support analytics
CSAT, resolution, survey response, backlog, and quality reporting.
Workflow automation
Structured intake, duplicate cleanup, API field mapping, and agent tools.
Knowledge operations
Zendesk Guide, Confluence knowledge base, and self-service strategy.
Cross-functional systems
Support, Client Success, Implementation, Compliance, Product, and Engineering.
Experience
Work history
SetCollab · Co-Founder & Product/Operations Systems Architect
- Designed the operational architecture for intake, triage, escalation, identity verification, and incident response.
- Authored trust, safety, and risk playbooks built into verification and payment workflows.
- Own the MVP roadmap and requirements across Product, UX, Compliance, and Operations.
JonathanScottJ Consulting · Support Operations & CRM Systems Consultant
- Design and administer Zendesk environments from discovery through rollout, including routing, triggers, automations, SLAs, and reporting.
- Built three custom Zendesk apps: a severity scoring calculator, Help Center banner manager, and per-brand field description configurator.
- Created an Escalation Playbook, RCA Template, and Balanced Support Measurement Framework.
729 Solutions · Zendesk Solutions Consultant
- Delivered Zendesk implementations for technology clients, from discovery through sandbox and production builds.
- Produced configuration documentation, process maps, and training to improve client adoption.
Tipalti · Support Engineer, Tier 2/3 · Payments SaaS
- Owned CRM data and workflows for Support, Client Success, Implementation, and Compliance at the same time.
- Redesigned intake, routing, and escalation across Support, Product, and Engineering, contributing to an approximately 22% reduction in average resolution time.
- Raised survey response from 7% to 14.8%; resolved NetSuite integration and API issues; led duplicate record cleanup and RCA with Engineering in Jira.
- Helped onboard LogRocket session replay and integrate it with Zendesk for Support and Integration teams.
Adobe · Tier 3 Support / Support Systems Admin · Adobe Sign
- Owned Tier 3 enterprise escalations, tracking defects through resolution with Engineering and Product.
- Owned the Zendesk vendor relationship for six years for a 29-agent organization across three teams, including invoice review and AP approvals.
- Built a Confluence knowledge base and Power BI reporting that improved onboarding consistency and reduced escalation handle time.
Earlier experience
Rosetta Stone · Store Manager (promoted twice from Sales Associate; three locations) · 2007–2011
NCsoft · Customer Support, Guild Wars 2 Launch · 2012
Cryptic Studios / Perfect World · Senior Support & Analytics · 2011–2012
Namco Networks America · QA Tester · 2008–2009
TZ Management Services · QA Associate · 2006–2007