Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Timeline
Hobbies and Interests
Kian Griffin

Kian Griffin

Blackrock

Summary

Dynamic and results-oriented Customer Service and Operations Leader with over 10 years of experience in managing global customer-facing teams, outsourced BPOs, and knowledge management systems. Expertise in scaling operations across EMEA and AMER regions, optimizing CRM platforms such as Zendesk and JIRA, and delivering actionable customer insights that drive product development. Proficient in guiding teams through all lifecycle phases—from inception and growth to steady state—while ensuring service consistency, quality, and exceptional customer satisfaction. Recognized for cultivating high-performing teams, establishing robust vendor partnerships, and implementing streamlined processes that empower organizations to exceed customer expectations and achieve global scalability.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Support Manager

IMGS (Geospatial SaaS & Services)
01.2022 - Current
  • - Directed team operations across EMEA and AIPAC, ensuring high standards of customer experience, SLA compliance, and retention.
  • - Managed outsourced vendor partnerships, providing oversight on quality, performance, and escalation handling.
  • - Implemented knowledge management frameworks and self-service tools, reducing repeat contacts and improving resolution times.
  • - Oversaw CRM tooling (JIRA), introducing workflow automation and reporting dashboards to scale operations.
  • - Reported customer sentiment and service KPIs to senior leadership, influencing product enhancements and lifecycle improvements.
  • - Guided and mentored staff to support growth, professional development, and retention.
  • - Spearheaded crisis management during high-impact incidents, ensuring minimal disruption to customer experience.

Partner Enablement Lead

Apple AHA
01.2022 - 01.2022
  • - Coordinated cross-functional service initiatives for new product launches, reducing escalations by 10%.
  • - Refined customer support strategies and privacy-compliant processes.

Customer Service Manager Apprentice

Apple
01.2021 - 01.2022
  • - Managed and developed a support team of 10+, improving FCR rates and decreasing escalations through call-flow redesigns.
  • - Delivered 1:1 coaching, training, and performance reviews.
  • - Promoted a culture of growth and inclusivity across the team.

Senior Customer Support Advisor → Customer Support Advisor

Apple
01.2017 - 01.2021
  • - Provided advanced technical support (iOS/macOS), liaising with Business ops and engineering to resolve escalations.
  • - Mentored Junior support advisors and contributed to knowledge-sharing initiatives.
  • - Consistently ranked in the top 5% of advisors for performance and CSAT.

Business Travel Manager

Clarity Travel
01.2014 - 01.2017
  • - Directed corporate travel programs for high-value clients, managing vendor contracts and negotiating SLAs.
  • - Produced customer insights and compliance reports, ensuring client satisfaction and cost optimization.
  • - Led a small team, providing training and performance oversight.

Customer Service Supervisor

Homebase
01.2010 - 01.2014
  • - Supervised frontline staff, managed escalations, and drove improvements in daily operations and training.

Education

BA (Hons) - Travel & Tourism Management

Munster Technological University
01.2014

BA - Tourism with Commerce

Universidad Rey Juan Carlos
01.2013

Skills

  • Global customer service management
  • Vendor management expertise
  • Experience with knowledge management solutions
  • Data-driven customer insights
  • Crisis management
  • Coordination of international operations across regions
  • Operational process improvement
  • Stakeholder engagement
  • Cross-functional teamwork
  • Customer service expertise
  • Customer support strategy creation
  • SLA compliance monitoring

Accomplishments

  • Scaled and led a global support function, improving CSAT and SLA compliance across two regions.
  • Designed and launched knowledge management systems, cutting repeat contacts by 25%.
  • Managed outsourced BPO vendors across multiple geographies, aligning SLAs with business outcomes.
  • Delivered executive-level customer insights that informed product roadmaps.
  • Consistently recognized for coaching and retaining high-performing teams.

Certification

  • ITIL Certification – In Progress (2025)
  • APM Project Fundamentals Qualification (PFQ), APM (2024)
  • Customer Success Management Certificate, Udemy (2023)

Interests

Gaming, Fitness, Technology, Science, History

Timeline

Customer Support Manager - IMGS (Geospatial SaaS & Services)
01.2022 - Current
Partner Enablement Lead - Apple AHA
01.2022 - 01.2022
Customer Service Manager Apprentice - Apple
01.2021 - 01.2022
Senior Customer Support Advisor → Customer Support Advisor - Apple
01.2017 - 01.2021
Business Travel Manager - Clarity Travel
01.2014 - 01.2017
Customer Service Supervisor - Homebase
01.2010 - 01.2014
Universidad Rey Juan Carlos - BA, Tourism with Commerce
Munster Technological University - BA (Hons), Travel & Tourism Management

Hobbies and Interests

Lifelong Pokémon fan, with deep appreciation of its cultural impact and community values., Thrive in multicultural environments, collaborating across teams and time zones.

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Kian Griffin