Jason Benitez
Customer Support Leader | AR/VR Technology | AI-Driven Operations | Enterprise & Education Support
Pollock Pines, California
jb@jbtechgeek.com
510-209-6349
linkedin.com/in/jasonbenitez
Executive Summary
Strategic customer support leader with 15+ years of experience scaling high-performing support organizations across AR/VR, hardware, software, and enterprise SaaS environments. Expert in operational excellence, CRM ecosystem development, AI-enabled support workflows, and cross-functional collaboration. Known for building predictive, proactive support systems; improving KPIs through automation and analytics; and leading teams that consistently deliver world-class customer experiences.
Core Competencies
- Support Operations Leadership
- AR/VR Hardware & Software Support
- AI/ML Support Enablement (Einstein, Agentforce, ChatGPT, Gemini)
- CRM Architecture: Salesforce, Zendesk, NetSuite, JIRA
- KPI Management & Analytics
- Process Optimization & Workflow Automation
- Training, Coaching & Team Development
- Product Feedback Loops & Release Readiness
- Knowledgebase Strategy & Content Governance
Technical Skills
Salesforce (Administrator, Process Builder, Flows, Apex Integration), Zendesk, NetSuite, JIRA, GSuite, Knowledgebase Development, AI/ML Support Tools (Einstein, Agentforce, ChatGPT, Gemini), Reporting & BI Dashboards, Windows Server Ecosystems, AR/VR Platform Support
Professional Experience
zSpace, Inc.
Oct 2015 – Present
Customer Support Manager
Apr 2023 – Present
Lead operations for a global technical support organization responsible for AR/VR hardware and software solutions across enterprise and education markets. Drive strategic planning, support modernization, and cross-platform system integrations across Salesforce, Zendesk, NetSuite, licensing, and engineering workflows. Champion AI-driven optimization to enhance speed, accuracy, and customer engagement.
- Maintained customer satisfaction above 98% by elevating team performance across response and resolution KPIs.
- Integrated AI-driven triage and automation, reducing customer wait times and improving diagnostic accuracy.
- Built comprehensive Salesforce and Zendesk reporting frameworks to surface trends, risks, and process opportunities.
- Strengthened collaboration with engineering and product teams to influence bug resolution, feature quality, and release readiness.
- Improved support efficiency by redesigning knowledge base content, workflows, and escalation models.
Senior Customer Support & Systems Engineer
Oct 2015 – Apr 2023
Oversaw full lifecycle support operations for multiple AR/VR product lines used globally. Managed CRM process design, integrations, and training initiatives while serving as a technical escalation point. Advocated for customer needs across engineering, product, and leadership.
- Designed and deployed the corporate support knowledgebase and structured documentation ecosystem.
- Delivered 98%+ customer satisfaction via continuous refinement of workflows and operational processes.
- Enhanced cross-functional insight through detailed bug, feature, and issue reporting pipelines leveraging JIRA and Salesforce.
- Engineered a new Salesforce Lightning Console experience integrating chat, workflows, automations, dashboards, and telephony.
Central Payment
Sep 2014 – Sep 2015
Director, Contact Center
Sep 2014 – Sep 2015
Led the launch of enterprise workforce management systems and knowledge infrastructure. Set aggressive team KPIs and implemented processes to optimize service quality, efficiency, and support scalability.
- Reduced turnover by 15% through targeted morale, coaching, and performance development initiatives.
- Improved technical competency and throughput by expanding training programs, reducing ASA/ABN by 40%.
- Served as a company-wide advocate for customer satisfaction and service excellence.
PayPros (OpenEdge) Payment Solutions
Jun 2005 – Sep 2014
Director, Agent Support / Manager, Tier II Technical Support
Nov 2012 – Sep 2014
Managed support operations for a 35-person team supporting 55,000+ merchants. Delivered SLA excellence, implemented technical tooling improvements, and optimized activation workflows.
- Developed a Windows service to sync processed order data into Salesforce, increasing accuracy and throughput.
- Built a Salesforce order management application with Apex-based web services integration.
- Improved merchant activation speed and accuracy, reducing lifecycle duration by 10%.
Manager, Product Services
Apr 2011 – Oct 2012
Oversaw software partnership enablement, provisioning workflows, and API documentation. Acted as a bridge between ISVs, development teams, and internal product owners.
- Eliminated inefficiencies resulting in $60K in savings (2012).
- Authored customer-facing materials, including escalation pathways and technical documentation.
- Drove Salesforce-to-TASQ hardware integration, accelerating deployment by more than 60%.
Product Manager & Trainer
Jun 2005 – Mar 2011
Delivered product requirements, training programs, and documentation for installation, development, and operations teams. Built internal download servers and technical tools to support deployment and servicing.
- Reduced call times and improved resolution rates through a comprehensive product reference system.
- Built strong vendor/manufacturer partnerships, improving accuracy and speed of hardware deployment.
- Trained all operations and sales teams on new releases, workflows, and technical procedures.