I have 10 years experience working in and setting up Customer Support teams. I've been hired by Yahoo!, Flickr, Pinterest, and Kickstarter to setup tools, training, and processes that scale and retain users. If you're looking for real world advice on how to keep happy customers lets talk!
I have served as the voice of the community in a cross functional role at many companies and can advise on community voice in product decisions, content moderation, and messaging.
For more information on my experience, please see my LinkedIn http://www.linkedin.com/in/zackshep