Sean J. in

Sean J.

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Customer Support Manager at Mercury
📍 Portland, Oregon, United States

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.

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Experience
16 Years
Current Role
Customer Support Manager
Job Level
Middle
Location
Portland, Oregon, United States
Personality Overview

How Sean 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 Sean cares 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.
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Career

Work history

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

Media appearances

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Education
Master of Fine Arts (M.F.A.)
Tufts University
Master of Fine Arts (M.F.A.)
School of the Museum of Fine Arts
Social presence
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Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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