Sean J.

Trailblazer
DISC Type : DI

Customer Support Manager at Mercury

Portland, Oregon, United States

Overview

Sean is a customer experience leader specializing in product and process improvement, with experience at Mercury, Cash App, and Airbnb. Often described as strategic, collaborative, and process-oriented, he holds a Master of Fine Arts from Tufts University and a certification in COPC Best Practices for CX Operations.

Beyond his professional role, Sean is dedicated to community service, having received an award for his volunteer work and fundraising for local non-profits. His interests also include video games, particularly PlayStation, and he has explored digital photography through coursework.

Uniquely, Sean merges his analytical CX career with a creative foundation, holding a Master of Fine Arts.

Personality Overview

Achievement-Oriented

Assertive

Friendly But Fast

They respond better to a combination of speed and relationship.  They like to keep things under control. They do not mind taking risks and can make hard decisions, if necessary.

Topics They Care About

CX Process Improvement
A core theme of his career, focused on driving efficiency, reducing project timelines, and achieving multi-million dollar cost savings at companies like Cash App and Airbnb.
ML in Fraud Reduction
Led the successful delivery of a machine learning product at Cash App that resulted in an 80% reduction in scams within its first quarter.
Stakeholder Collaboration
Emphasizes fostering key stakeholder relationships, which led to a 25% improvement in program efficiency and effectiveness in a single quarter at a previous role.

Media Appearances

Sean has no verified media appearances

Work History

10-2024
Customer Support Manager at Mercury
1-2023 - 3-2024
Customer Support (CX) Strategy Manager at Cash App
10-2021 - 1-2023
Customer Support (CX) Business Process Improvement Manager at Cash App
9-2020 - 10-2021
Customer Support Manager at Cash App
6-2019 - 7-2020
Customer Support Manager at Airbnb

Education

Master of Fine Arts (M.F.A.) from Tufts University
Master of Fine Arts (M.F.A.) from School of the Museum of Fine Arts

More Information

Social Presence :

Prographics :

Exp : 16 Location : Portland, Oregon, United States Job Level : Middle Designation : Customer Support Manager at Mercury
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Insights For Selling To Sean

During A Call Or A Meeting

DO's

  • Give them control of the sales process
  • Help them visualize the impact of their decision
  • Build a trustworthy relationship while keeping the product center-stage

DONT's

  • Don't make any commitments that you might not be able to fulfill
  • Do not look like someone who doesn’t know what they are talking about
  • Don’t hesitate from asking them how they truly feel about your product

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Sean is

  • Relationship and product conviction matter equally, followed by a sense of achievement.
  • Will you ever get a clear answer from Sean

  • If they are not convinced, they will say no albeit in a friendly manner.


Insights For Deal Planning

    How fast (or slow) will Sean move?

  • They can reach decisions quickly if they develop trust and confidence in the product.
  • Can Sean take some risk or not?

  • They can take risks if necessary.

You And Sean

Personality Compatibility


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