Walnut Creek, CA · Open to the right role
I build the operations behind great hardware experiences.
I'm Edward Grabosky—a customer experience and operations leader who connects support, product, logistics, and engineering so customers get answers and teams get better.
CX & Support OperationsProduct / Device SupportReturns, RMA & WarrantyEcommerce & LogisticsKnowledge & Enablement
What I bring
Operational range.
Customer obsession.
I've worked from the ticket queue to the launch room. That range helps me spot the handoff problems, missing information, and process friction that single-function teams often miss.
Support systems
Help centers, macros, workflows, CRM migrations, and the operating structure agents need to do excellent work.
Hardware & RMA
Device troubleshooting, warranty operations, returns, failure analysis, beta testing, and engineering feedback loops.
Launch readiness
Support content, training, issue taxonomy, UAT, and cross-functional preparation for new products and programs.
Customer intelligence
Voice-of-Customer programs that turn ticket trends and field failures into clear decisions for product teams.
Experience
2016—2023
PAX Labs / JUUL Labs
Customer Experience & Operations
Grew from frontline support into a cross-functional operations role spanning knowledge, training, launch readiness, GDPR workflows, returns, product feedback, and global support enablement.
2009—2016
Penn State Industries
IT Manager & Customer Service
Owned the practical intersection of technology, ecommerce, customer service, and day-to-day business operations for a physical-products company.
“The best customer operations teams don't just close tickets. They make the whole company smarter.”
The next move
Building a physical product customers care about?
I'm interested in hardware, consumer electronics, and connected devices—especially where customer insight can shape the operation.
ed@edgrabosky.com ↗