Billy Hamadi

I’m a customer support and success leader with over 15 years of experience in building and managing high performing teams, optimizing support operations, and driving customer satisfaction. Throughout my career, I’ve worked with industry leaders like Amazon, inRiver, Qlik, and CodeScene, gaining expertise in escalation management, team leadership, process optimization, and CRM platforms like Zendesk, HubSpot, Freshdesk, and Salesforce.

Currently, I’m a Customer Success/Support Manager at CodeScene, where I’ve built a Support Hub from scratch, implemented SLAs and best practices, and created a knowledge base to improve customer self service. I also focus on customer retention, advocacy, and streamlining support processes to enhance the overall experience.

Previously, as an Escalation Manager at inRiver, I handled high priority customer issues, worked closely with cross functional teams, and developed strategies to prevent recurring issues. My background also includes roles in customer