Director of Customer Support

Why Hire
Josh Boock?

20 years. Measurable results. AI-first.

I transform support organizations through data, AI, and people-first leadership. From $5B e-commerce platforms to Series C startups, I've built the infrastructure that lets companies scale without sacrificing the customer experience.

Ask the AI Agent → View Experience
// career_metrics.json
20+
Years Experience
40%
Contact Rate Reduction
at Tovala via data analysis
90%
Issue ID Time Saved
via API monitoring platform
500%
Company Growth Scaled
maintaining 90%+ CSAT
$50M
Revenue Growth Enabled
chain restaurants $0→$50M at Grubhub
25%
NPS Improvement
at Stats Perform
Built with Claude Code · joshboock.com
The Case

Why Josh Wins

Every leader has a resume. Few have a track record that speaks this clearly.

01
🤖

AI-First, Not AI-Late

Built N8N-powered AI agents at Sauce. Drove 20% efficiency gains via AI workflows at Tovala. Holds an AI Certificate from Section School. This isn't a trend he's chasing — it's how he operates.

02
📊

Data Drives Every Decision

Reduced contact rates by 40% at Tovala through Explore, Looker, and SQL-powered analysis. He doesn't guess — he measures, then acts. His decisions come with receipts.

03
🏗️

Builds Systems That Scale

Managed 500% company growth at Tovala while holding 90%+ CSAT. At Grubhub, his specialized teams drove chain restaurant revenue from $0 to $50M while managing 2,650+ team members. He designs infrastructure, not band-aids.

04
🌍

Global Operations Expertise

At Stats Perform, unified on-shore and off-shore teams across 5 time zones. Reduced escalation times by 25%. Complexity at scale is where he's most comfortable.

05
🌱

Grows the People Around Him

Four Tovala team members promoted outside support. Five internal promotions at Grainger. Dozens promoted through his Growth Mindset culture at Grubhub. He develops the person, not just the function.

06
💻

Technical + Strategic Rare Combo

CS degree from DePauw. Built API monitoring platforms and technical escalation paths. Josh converses equally well with engineers and executives — a genuine bridge builder.

07
⚡

This Site Is the Proof

This page was built using Claude Code — an AI coding assistant — to create a production-ready, fully interactive website complete with a live AI agent that knows Josh's background. That's the exact ROI mindset Josh brings to every team.

Track Record

Where He's Been

20 years across startups, global SaaS, and Fortune 500 e-commerce. Each stop left the operation measurably better.

Jan 2024 – Present
Director, Customer Support
Sauce · Remote · Series B SaaS
Restaurant e-commerce and delivery operations platform
  • Increased CSAT by 5% through N8N-powered AI Agent reviewing 20% of chat interactions
  • Led CRM & AI evaluation roadmap — projected 25% efficiency gain and 25% contact deflection
  • Improved team retention through a weekly 1:1 coaching model
  • Drove API integrations for order/courier data to enable automation and real-time visibility
Oct 2020 – Jan 2024
Director, Customer Support
Tovala · Chicago, IL · Series C
Smart oven and meal delivery service
  • Enhanced operational efficiency by 20% through AI-supported workflow improvements
  • Reduced contact rate by 40% via Explore, Looker, and SQL data analysis partnerships
  • Managed 500% company growth while maintaining 90%+ CSAT
  • Developed leadership pipeline → 4 promotions to roles outside support
Apr 2019 – Aug 2020
Director, Customer Support
Stats Perform · Chicago, IL · Global SaaS
Global Sports Data and AI company
  • Unified global support across 5 time zones — on-shore and off-shore integration
  • Reduced escalation times by 25% via Jira and ServiceNow process improvements
  • Increased support NPS by 25% through quality coaching program
  • Built API monitoring platform — 90% faster critical issue identification
2017 – Aug 2018
Director, Care Operations
Grubhub Inc. · Chicago, IL
Nation's largest food delivery marketplace — 75,000+ restaurants
  • Managed service levels across 450 internal + 2,200 external team members via real-time WFM
  • Created forecasting process → 20% improvement in monthly accuracy
  • $100K annual cost savings through contact deflection and avoidance insights
  • Selected new WFM technology solution after evaluating 5 vendors
  • Improved phone system escalation process → 10% productivity gain
May 2016 – 2017
Director, Restaurant Care
Grubhub Inc. · Chicago, IL
  • Grew team from 50 to 125 team members, 3 to 7 managers
  • Built 3 specialized teams → chain restaurant revenue from $0 to $50M
  • Led support for in-restaurant technology upgrade impacting 50,000 restaurants
  • Improved engagement by 20%, efficiency by 25% YoY
  • Created Growth Mindset culture → dozens of team members promoted
Oct 2005 – May 2016
E-commerce Support Manager
W.W. Grainger, Inc. · Lake Forest, IL · Fortune 500
$5B/year e-commerce platform
  • Managed Tier 2 Contact Center for $5B e-commerce platform
  • Reduced issue resolution time by 50% in 6 months via process optimization
  • Improved CSAT while cutting costs by 15% through restructured support operations
  • Built technical escalation path in JIRA with engineering SLAs
AI Agent

Ask Anything
About Josh

This agent knows Josh's full background. Ask about his leadership approach, specific metrics, how he'd handle a challenge, or why he'd be a fit for your role.

Powered by Claude. Fueled by 20 years of context.

Try asking:

JB

Josh's AI Agent

Online · Ready to answer
JB
Hey! I'm an AI agent trained on Josh Boock's background, experience, and accomplishments. Ask me anything — I'm here to make the case for why Josh is the right hire. What would you like to know?
Powered by Claude · Responses generated from Josh's verified context
Toolkit

Skills & Expertise

Core Competencies

Strategic Planning & Execution AI Technology Implementation Data Analysis & Reporting Zendesk Looker SQL N8N HubSpot Jira ServiceNow Continuous Improvement Lean / Six Sigma Global Team Management Crisis Management Budget Management Workforce Planning Customer Experience Cross-functional Leadership

Education

B.A. Computer Science
DePauw University · Greencastle, IN
National Society of Collegiate Scholars
President, Phi Delta Theta (Indiana Zeta)
Four-year Varsity Baseball Player

Certifications & Development

Google IT Support Certificate (2024)
AI Class Certificate · Section School (2024)
Strategic Leader Certificate · Section School (2024)
Complete Manager Spring · Section School (2024)
Marcus Buckingham Love+Work Leader (2021)
Toastmasters: Competent Communicator & Leader (2015)
Global Leadership Summit (2014–2024)

Community

Head Coach · Renegades Baseball
Des Plaines, IL · 2003–2016
Mentored 11U–14U travel baseball teams, developing leadership and teamwork skills in young athletes for over a decade.
Get in Touch

Let's Connect

Interested in working together? Fill out the form below and I'll get back to you.

Email
josh@joshboock.com
Phone
773-203-5135
Location
Aurora, IL · Remote
LinkedIn
linkedin.com/in/josh-boock