About
The story behind the strategy.
Hi, I'm Lance.
I've spent more than 15 years figuring out how to make customer support work better—not just for improving metrics, but for the people involved. The agents who answer the calls. The customers who need help. The businesses trying to grow without losing the human touch that drives trust.
My journey through CX has taken me from the front lines of support to building and leading operations teams at some of the most demanding environments in tech: sustaining support at Postmates during a global pandemic and supporting a seamless transition during Uber's acquisition of the company, building CX from ground up at Found, and helping teams across the industry rethink what excellent customer experience actually means.
Along the way, I've developed a particular obsession with support operations— the often-overlooked function that makes great experiences possible. I believe operations is where strategy becomes reality, where good intentions meet hard constraints, and where the most interesting problems live.
What I Believe
Support is Strategy
Customer support isn't a cost center to be minimized—it's a strategic function that drives retention, generates product insights, and differentiates brands. The best companies treat it that way.
AI Amplifies, Not Replaces
The future of CX isn't humans versus AI—it's humans empowered by AI. The organizations that get this right will build teams where agents focus on what humans do best while AI handles the rest.
Metrics Should Serve People
Too many support teams optimize for metrics that were designed for manufacturing floors. Modern CX needs measurement frameworks that capture what actually matters: customer outcomes and team sustainability.
Operations Enables Everything
You can have the best agents and the smartest strategy, but without strong operations—the processes, tools, and systems that tie it all together— you're just hoping things work out.
Impact
A selection of outcomes from across my career.
- Scaled Found's Customer Experience team from 3 to 16 through periods of massive growth while maintaining quality and team health metrics
- Built support operations functions from the ground up, establishing the processes, tooling, and team structures that enabled strategic decision-making
- Led teams through major organizational transitions including acquisitions, migrations, and restructures, focusing on preserving institutional knowledge and team morale
- Pioneered AI-assisted support programs that improved efficiency and resolution rates while creating new career paths for agents as AI trainers and quality specialists
- Developed measurement frameworks that shifted organizational focus from traditional efficiency metrics to customer outcome indicators
- Built and mentored high-performing teams that consistently exceeded targets while maintaining strong engagement scores
Beyond the Metrics
When I'm not thinking about Customer Experience, you'll often find me behind a camera. Photography is my creative outlet—a reminder that there's always a different angle to consider, a better composition to find. You can see that work at lanceconzett.com.
I'm also a firm believer that the best ideas come from a wide spectrum of perspectives. I make it a point to stay connected with the broader CX community through speaking, writing, and conversations with my peers and friends in the industry who are figuring this stuff out alongside me.
Let's Connect
Always happy to chat with fellow CX leaders, discuss opportunities, or just trade war stories from the support trenches.
Get in Touch