Contact Me:
Contact Me:
"I lead large teams to solve customer facing problems by establishing Trust, Vision, and Empowerment"
Currently, the Sr. Director of Global Consumer Support. In the first year I evolved the support experience for >100M customers to become the best support in crypto.
Led the vision and transformation from traditional support to a value added services model generating >$30M in incremental revenue and 95% customer satisfaction the first year.
Global CX leadership focused on making support simple, reliable, and proactive for millions of customers across 115+ countries, with live phone and chat and AI-powered assistance.
Scaled the organization 5x YoY while managing <1% variance to ~$300M annual OpEx across Customer Service and Compliance programs and operations. Launched support for >100 new products, created three new support models based on customer segments, and implemented two contact mediums.
I authored the multi year strategy and customer facing mission to build the most trusted and respected Customer support in crypto. The strategy addressed years of underinvestment resulting numerous accolades for Coinbase support and a new bar for industry competitors.
CX Current Feature Article - Transparency, trust, and balancing automation with empathy.
https://www.cxcurrent.com/news/customer-support-coinbase-public-trust-wes-griffith
Blog Post
https://www.coinbase.com/blog/coinbase-support-evolving-to-meet-your-needs
Enhanced the support experience recently provided five stars by Nerdwallet
https://www.nerdwallet.com/reviews/investing/brokers/coinbase
Established a dedicated support model for Coinbase One and VIP Customers.
https://help.coinbase.com/en/coinbase/other-topics/coinbase-one/account
Coinbase Germany support "Really sets Coinbase apart"
Across a ~10 year career at Amazon culminating as a Director of an organization of both tech and non-tech functions which I helped found and scale from an initial four to > 3k employees. I had the fortunate opportunity to develop, implement, and globally scale the support model for some of Amazon's most highly visible products. I built unique customer experiences including a first of its kind preemptive support model that paired logistics, machine learning, and localized human support.
Founding Leader of Shipping and Delivery Support https://www.amazon.jobs/en/teams/ops-shipping-delivery-support
Developed and implemented Customer Service for the worlds largest and fastest logistics company.
Built bespoke product support models for more than seven distinct customer segments across 23 countries
Amazon Key
https://www.pcmag.com/news/amazon-key-in-home-delivery-service-launches-nov-8
Prime Now https://www.wired.com/2014/12/prime-now/
Amazon Shipping https://ship.amazon.com/getstarted
AMXL
https://www.wcvb.com/article/amazon-planning-new-type-of-delivery-station-in-massachusetts/34645075

Working Student Scholarships
Founder since 2024. Operating as a 501 c 3. micro grants to employed students in medical, education, and skilled trade programs with employer and instructor recommendations guiding selection.
American Brain Tumor Association
Leading multi-year charity auction raising thousands for Brain Cancer research while increasing awareness among new audiences.
Make A Wish
Led multiple fundraising efforts supporting wish grants for families raising >$35k.
Marshall University
Active alumnus partnering with Career Services to host career planning and development seminars.
West Virginia Retailers Association
Former board member collaborating with peers and legislators on policy. Contributed to bills involving retail pharmacy operations, taxes, and worker rights.

My intrigue with human motivation led me to a B.A in psychology from Marshall University. After deciding to devote my career to delivering results through organizations I earned an M.A. from Marshall Graduate College in Leadership and Management. I continue investing in hard skills including certifications in statistical analysis, project management, blockchain technology and foundations of Artificial Intelligence.

I have always been a hands on learner and used the creation of small businesses and tangible projects as a forcing function to build skills and knowledge. I have established small businesses, developed websites, and implemented blockchain projects that began as learning experiments.

I live outside Seattle Washington on Bainbridge Island with my wife, two children, and our dog "Marshall". We enjoy PNW life with kayaking, skiing, and hiking often on the agenda.
I am also a lifelong car enthusiast, collecting interesting vehicles and occasionally selling to raise money for charities like Make-A-Wish foundation. Occasionally I get on the track and make use of my SCCA and ICSCC Automobile racing licenses.
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