Keith McCord in

Keith McCord

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Director, Customer Support at Roadie
📍 New York City Metropolitan Area, United States

Keith is a customer experience leader and the current Director of Customer Support at Roadie. He has a track record of building and scaling support operations, notably growing a team from 8 to over 350 people at Capsule. He holds an MBA from New Jersey City University and is described as passionate and driven.

Outside of work, Keith is a musician who writes and records music for his rock band, "Sci Fi Book Club. " He is a strong supporter of creative professionals, actively promoting his wifes digital design company and providing pro bono consulting for an independent film company.

When not leading customer support operations, hes the guitarist and vocalist for his band, which released a full album.

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Experience
24 Years
Current Role
Director, Customer Support
Job Level
Mid-senior
Location
New York City Metropolitan Area, United States
Personality Overview

How Keith shows up

Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Keith cares about

Scaling CX Teams
He has extensive experience scaling customer experience teams, having grown one department from 8 to over 350 associates across 27 states while improving key performance metrics.
Contact Center Operations
He built a remote customer experience operation from the ground up, implementing a Genesys Cloud CRM/IVR platform to support omni-channel communication and establishing all workflows.
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Career

Work history

2-2024
Director, Customer Support
Roadie
6-2022 - 2-2024
Director, Customer Experience
Mojo
5-2021 - 6-2022
Director of Pharmacy Experience
Capsule
4-2021
Director, Sales & Marketing
Narrow Bridge Films Inc
2-2018 - 5-2021
Sr. Manager of Pharmacy Experience
Capsule
In the press

Media appearances

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Education
2015 - 2017
Master of Business Administration (MBA)
New Jersey City University
2009 - 2012
Bachelor of Science
New Jersey City University
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

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