Michael McMurray

Head of Customer Success and Project Planning

Edge (Airbitz Inc.) | Sep 2020 – Jun 2026

• Led and mentored a distributed team of 4+ support agents across the US and Europe, handling 2,000-4,000 tickets per month: hiring, onboarding, training, and performance management for B2B and B2C users and commercial partners.
• Led the company-wide transition from Scrum to Kanban: a 7-board automated Asana system (1 Master + 6 departmental boards) with multi-homing, WIP limits, and 20+ cross-board automation rules. The system remains in use today.
• Built 750+ self-service articles, macros, and AI chatbot workflows; led helpdesk migrations Freshdesk → Zendesk → Intercom with zero downtime.
• Authored operating manuals, internal guides, and process documentation; ran structured training across Engineering, QA, Design, Marketing, BizDev, and Support.
• Hired as a combined support/QA agent; performed hands-on release QA and led QA tracking from spreadsheets into Asana, laying the groundwork for the team's TestRail-based test management program.

Owner & Independent Contractor

Freelance Media Production | Oct 2015 – Sep 2020

Operated an independent video production business. Managed contract negotiations, deliverables tracking, and subcontractor hiring, alongside full post-production pipelines using Adobe Premiere Pro and DaVinci Resolve. Deployed on-site networking and POS setups for high-volume events.

Caseworker / Direct Care

CSDD - Life Enrichment Academy | Oct 2009 – Oct 2015

Managed confidential client files, ensured strict compliance, and secured essential program funding. Developed individualized enrichment programs and provided compassionate direct care.