Open to Support / Escalation Manager roles
Oluwaseun (Olu) Owoyomi
I turn chaotic support operations into smooth, scalable systems — and turn escalations into wins, not fires.
Charlotte, NC areaOpen to remote or hybrid
Oluwaseun (Olu) Owoyomi
Technical Support & Implementation Leader
About
Technical support and implementation leader with 8+ years turning chaotic support operations into smooth, scalable systems. Most recently Technical Support Lead & Implementation PM at Mountain Leverage, I rebuilt a support department from scratch and cut request handling time by 50% — while managing full-cycle software and hardware implementations for 180+ global clients.
I bring a project manager's brain to the chaos of support: PMP/CAPM-trained, fluent in cross-functional problem solving, and increasingly focused on AI-enabled support workflows. Now looking for my next leadership role — something with real scope to scale a team, streamline operations, and turn escalations into wins.
Capabilities
Core skills built over a decade of leading support and implementation for SaaS and enterprise technology teams.
Building and leading high-performing support teams across SaaS and enterprise environments.
Designing and owning escalation frameworks for critical, high-stakes systems such as VoiceLink and VoiceConsole.
Managing full-cycle software and hardware implementations from kickoff to client handoff. PMP/CAPM-trained.
Rebuilding department processes from the ground up to cut handling time and boost efficiency — 50% reduction at Mountain Leverage.
Serving as the go-to technical resource for 180+ global clients across SaaS and warehouse voice technology.
Translating between support, product, and engineering to close gaps and speed up resolution.
Integrating AI and prompt engineering into support tooling, QA, and knowledge management to make teams faster and smarter.
Working knowledge of REST APIs, cloud integrations, and database-driven reporting for root-cause analysis.
Available for interim leadership or advisory engagements to help scaling teams add structure fast.
Experience
Technical Support Lead & Implementation PM
Support Operations
Certifications & training: PMP/CAPM project management coursework, plus ongoing work in AI and prompt engineering applied to support tooling, QA, and knowledge management.
Results
A few outcomes that show how I turn messy support operations into systems teams can rely on.
50%
Rebuilt a support department's processes from the ground up — intake, triage, ownership, and reporting — halving the time it took to resolve a request.
180+
Acted as the escalation point and trusted technical resource for a portfolio of enterprise and SaaS clients across multiple regions.
0→1
Designed the escalation path for high-stakes voice systems so critical issues had clear ownership, timelines, and communication instead of guesswork.
AI
Introduced prompt-engineered AI into QA, knowledge management, and response drafting to raise consistency and shorten ramp time.
FAQ
The questions that usually come up first.
Contact
Hiring for a Support, Escalation, or Implementation leadership role — or need advisory help scaling an existing team? Send a note and I’ll reply within a day.
Charlotte, NC area · Open to remote or hybrid