Jonathan Scott
Staff-Level Support Operations & CRM Systems Architect
Zendesk Architecture/Escalation Governance/Support Analytics/Workflow Automation
Profile
I build the systems behind scalable technical support — the Zendesk and CRM architecture, escalation governance, analytics, and workflow automation that make support faster, measurable, and trusted. Across 15+ years spanning support, escalations, QA, consulting, and SaaS systems work, I sit between Support Operations, Business Systems, and Technical Support Engineering — close enough to the work to implement, senior enough to design the system.
Selected Impact
Systems I Own
Escalation Governance
Severity models, RCA workflows, Support-to-Engineering handoff, incident reporting, recurrence tracking.
Zendesk / CRM Architecture
Forms, fields, routing, triggers, automations, Guide, SLAs, views, and ticket-lifecycle governance.
Support Analytics
CSAT, FRT, resolution time, backlog health, reopen and defect trends, leadership dashboards.
Workflow Automation
Structured intake, ticket merging, field mapping, routing logic, case hygiene, agent enablement.
Knowledge Operations
Zendesk Guide, knowledge capture, Confluence sync, internal/external content, self-service strategy.
Cross-Functional Partnership
Influence without authority across Support, Product, Engineering, Customer Success, and Operations.
Experience
A systems operator with deep support roots
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SetCollab — Co-Founder & Product / Operations Systems Architect
- Designed end-to-end operational architecture for a SaaS platform centered on trust, safety, and workflow accountability — intake, triage, escalation paths, user verification, and incident response.
- Built system design for contracts, payments, and verification workflows, embedding compliance and safety into core product logic.
- Defined MVP roadmap and cross-functional requirements across Product, UX, Compliance, and Operations.
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JonathanScottJ Consulting — CRM & Support Operations Consultant
- Advise SaaS and technology clients on support operations, CRM architecture, workflow design, reporting, and escalation improvements.
- Design and configure Zendesk environments — sandbox testing, routing logic, triggers, automations, macros, views, SLAs, and reporting — with full admin documentation.
- Built and shipped three custom Zendesk apps, plus escalation and RCA playbooks and weekly support-reporting models adopted by client teams.
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729 Solutions — Zendesk Solutions Consultant
- Delivered Zendesk implementation and optimization for SaaS and technology clients, aligning CRM configuration with support-operations goals.
- Led discovery on workflows, routing, reporting, and escalation paths; built sandbox and production environments (forms, fields, views, triggers, macros, automations).
- Produced configuration documentation, process maps, and training to improve adoption and long-term maintainability.
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Tipalti — Senior Support Operations Specialist, Tier 2/3 (Payments SaaS)
- Redesigned intake, routing, and escalation handling across Support, Product, and Engineering — lifting CSAT from 92% to 98% and cutting average case resolution time ~22%.
- Improved support satisfaction response rate from 7% to 14.8% through process, workflow, and survey-flow optimization.
- Resolved complex technical and API issues for a high-volume fintech payments platform while maintaining 90%+ personal CSAT.
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Adobe — Tier 3 Support / Support Systems Administrator (Adobe Sign)
- Owned Tier 3 escalations for Adobe Sign — e-signature, API, integration, and document workflows for enterprise customers during SEV1/SEV2 incidents.
- Served as Adobe Sign's primary point of contact for the Zendesk vendor relationship, coordinating the account-manager partnership and overseeing invoice review and accounts-payable approvals.
- Zendesk and Salesforce/Jira power user; maintained escalation workflows, support documentation, and cross-functional handoffs; built Confluence knowledge base that improved consistency and onboarding.