Spotlight on Chris Rosner, the Steady Hand Behind Moovila's Customer Support

Chris Rosner leads Customer Support Operations at Moovila, and if you've ever had a support ticket resolved smoothly, there's a good chance he had something to do with it. He sits at the intersection of customers, product, and engineering, translating what customers need into what gets built, and making sure they're never left in the dark along the way. If you're a Moovila customer, there's a good chance you've already talked to Chris yourself.  

We sat down with him to learn more about his role, what drives him, and what he's up to when he's not solving your toughest support challenges.

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How do you explain what you do to family and friends?

Great question. There's so many moving parts within this role. I tell them I make sure we have the best support available for our clients. That we (support unit) help communicate with our team (product/development team) to ensure our customer’s voice is heard.  

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What does a typical day running Customer Support Operations look like?

The first thing I do to start my day is check any new support requests that have come in and start working on them immediately. We check in with our product/integration/development teams every morning to touch base on any current issues or upcoming releases. For example, ensuring that product has the requirements they need from the customer or an enhancement is being released shortly, so we need to prepare to let the customer know once it’s released.  Our day also involves following up with existing support cases, providing customer updates, and testing/troubleshooting. Many times, within the week we may have client calls to troubleshoot live or capture requests via video call.  

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You sit at the crossroads of customers, product, and engineering. How do you manage that?

I manage it through constant communication with our product and engineering teams, making sure I understand what’s currently being worked on, what’s coming next, and where customer feedback fits into those priorities. A big part of my role is helping bring the customer’s voice into internal conversations, especially when certain issues or requests are having a larger impact. From there, I try to communicate back to the customer as clearly and transparently as possible, so they understand where things stand.

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What makes a great support experience, and how do you build that into your team's process?

A great support experience starts with making sure the customer feels heard, understood, and kept informed. I think our customers get a more tailored and responsive support experience than what you may typically see across the industry. Personally, I know how frustrating it can be when support feels robotic, unclear, or disconnected.

For our team, it comes down to treating each customer the way we would want a family member to be treated if they were on the other side of the ticket. That means listening carefully, communicating clearly, setting realistic expectations, and being transparent throughout the process. Our clients are our number one priority, and we try to build that mindset into every support interaction.

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How do you decide which customer issues get escalated versus handled at the support level?

We track and categorize support cases across different areas of Moovila to better understand the frequency, severity, and overall impact of each issue. If something can be resolved at the support level, we work to handle it there as efficiently as possible. If it requires deeper investigation, product input, or engineering support, we escalate it through the appropriate path.

For enhancement requests, we also look at how often similar requests are coming in and how many customers are asking for the same capability. That data helps us bring more informed feedback to the Product team and support prioritization decisions.

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Support teams often surface problems before anyone else sees them... how do you make sure that feedback actually influences the product roadmap?

It comes down to consistent communication and making sure customer feedback is organized in a way that is useful to the Product team. Support often sees patterns early because we are closest to the customer issues, questions, and requests coming in day to day.

When we see recurring themes, high-impact issues, or commonly requested enhancements, I work to make sure those are captured, documented, and brought forward to Product with context. The goal is not just to say, “a customer asked for this,” but to help explain why it matters, how often we are seeing it, and what impact it has on the customer experience.

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What's the hardest part of scaling a support operation as a company grows?

One of the hardest parts is predicting support volume and the time required to resolve cases. Adding more customers does not always translate directly into more support cases, and new features or integrations can also create new questions, requests, or troubleshooting needs.

That makes it important to keep improving our processes, tracking trends, and understanding what resources we may need as we grow. The goal is to continue building a scalable support framework so that, even as Moovila grows, customers continue to receive the same responsive and personalized support experience.

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What's the most valuable lesson you've learned from working in tech?

The most valuable lesson I’ve learned is that technology is always changing, so you have to stay curious and adaptable. There usually isn’t just one way to solve a problem, and sometimes the best solution comes from slowing down, asking the right questions, and bringing the right people together. Working in tech has taught me that communication is just as important as technical knowledge.

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If you could fix one thing about the way SaaS companies handle customer support industry-wide, what would it be?

Great question. I would fix the feeling that support can sometimes be too transactional or disconnected. As a customer, it can be frustrating when you feel like you’re just a ticket number, or you keep getting passed around without clear answers. I think SaaS companies should focus more on transparency, ownership, and making sure customers feel heard throughout the process.

At Moovila, that’s something we really try to prioritize. Even if an issue takes time to investigate or requires product or engineering involvement, we want the customer to know where things stand, what we’re doing, and that someone owns the follow-through.

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When you're not at work, what are you doing?

Outside of work, I’m usually spending time with my family and trying to enjoy the slower moments when I can. We have a toddler, so chasing him around takes up most of my off days. When I can, I play hockey in our local league. After a workday that involves a lot of problem-solving, customer conversations, and coordination across teams, I really appreciate time to unplug, recharge, and be with my family.

To learn more about Moovila and our team, check out our blog, follow us on Instagram or LinkedIn.

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