SarahWerleKimmel

Support executive, family technology educator, podcast host, author and keynote speaker.

In IT since 2002, and most of it spent on a single problem — reducing the number of times a person has to ask for help twice. In support organizations, and in family living rooms.

See my background Get in touch

About

Different tools, same goal: fewer times a human has to touch the issue.

At Troomi Wireless I lead a 28-person support organization handling six to nine thousand contacts a month across phone, chat, and email. We rebuilt the metrics around outcomes rather than tickets closed, and took CSAT from 65% to over 90% in four months. I also built and programmed the company's AI support chatbot myself.

The rest of the time I run Family Tech, where I help parents, kids, and grandparents feel capable about the technology already in their homes. No scare tactics, no jargon, no assumption that you should have figured this out already.

CSAT at Troomi, up from 65% in four months

Monthly contacts across phone, chat, and email

People in the support organization I lead

YouTube subscribers at Family Tech

Experience

Mar 2024 — Present

Vice President of Customer Support
Troomi Wireless, Lehi, Utah

Lead a 28-person onsite support organization — 18 Tier 1 and 5 Tier 2 agents under three team leads — handling 6,000 to 9,000 monthly contacts through rapid SaaS and hardware growth.
Raised CSAT from 65% to over 90% in four months by rebuilding metrics around outcomes instead of tickets closed and handle time.
Built and programmed the company's AI support chatbot personally, setting escalation rules that keep billing, account access, and anything involving a child's safety in front of a person.
Treat tickets per user as the governing metric, routing recurring issues to Product and Engineering as fixes rather than better macros.
Deployed intelligent routing and case automation in Freshdesk, cutting resolution times without adding headcount.

2009 — Present

Founder and Digital Content Creator
Family Tech

Founded in 2009 and run alongside every full-time role since. Build and run a technology education business across YouTube, podcast, and web — more than 42,000 subscribers, the Oh My Tech podcast, and a blog at familytechzone.com.
Explain complex technical topics to non-technical audiences at scale: parental controls and screen time, scams and account security, home WiFi, technology for aging parents, and AI for families.
Design and operate agentic AI workflows daily — multi-step automations across connected business systems, with routing rules, escalation logic, and human review built in.

Mar 2021 — Mar 2024

Head of Technical Support
Gryphon Online Safety

Led a 12-person distributed team across the Philippines, India, and the US, serving customers in seven time zones.
Introduced CSAT measurement to a department that had never tracked it, then drove satisfaction above 90%.
Rebuilt the knowledge base on KCS principles so agents documented fixes while solving tickets rather than in a cleanup sprint months later.
Set global SLAs and the escalation paths behind them, so high-priority cases had a named owner and a clock instead of a queue position.

Sep 2018 — Mar 2021

Centralized Services Manager, then IT Manager
Protek Support

Ran centralized services for a managed services provider — monitoring, patching, and automation across the full client base — preventing tickets rather than resolving them after the fact.
Promoted from IT Manager after establishing scalable service delivery processes across a multi-client book of business.

Nov 2015 — May 2017

Web and IT Manager
Super Healthy Kids

Owned internal IT and website operations, supporting both staff and end users through functionality issues and errors.

Jun 2008 — Oct 2015

IT Manager
briteCITY

Ran help desk operations for a managed services provider across a multi-client book of business — server and network escalations, on-site hardware resolution, and virtual server environments.
Delivered IT training and education to client teams, reducing repeat tickets by making users self-sufficient.

2004 — 2006

IT Manager
InhouseIT

2001 — 2004

IT Administrator
Brookfield Homes

Joined in 2001 in a different role and moved into the IT department in 2002 — where the whole thing started.

Support platforms

Freshdesk, Zendesk, Salesforce, knowledge base and self-service architecture

AI and automation

Chatbot build and deployment, deflection design, escalation rules and guardrails, human-in-the-loop review, agentic workflow design across connected systems

Operations

Global SLA design, multi-channel coverage strategy, omnichannel support, KCS content practices, outcome-based metric frameworks, CSAT and sentiment scorecards, root-cause analysis

Leadership

Leader of leaders, distributed and offshore team management, hiring and ramp, career pathing, cross-functional partnership with Product and Engineering

Media and brand work

Regular on-air tech expert

KSL
BYUtv
NBC affiliates
CBS affiliates
ABC affiliates
FOX affiliates

Worked with

Microsoft
Verizon
Lenovo
Samsung

Speaking

Signature keynote

Surviving the Digital Fire Swamp

A tour of the three hazards every family runs into online, and why none of them are as unsurvivable as they look. Inconceivable? Only until you've got a plan.

Also speaks on account security for creators and on building AI-powered operational workflows. Available for conferences, corporate events, and school and community groups.

Writing

Book, forthcoming

Screens Without Screams

Nineteen chapters on raising kids alongside technology — from first devices and screen-time standoffs to co-parenting across two households and getting subscription costs back under control.

Elsewhere

Family Tech

Videos, guides, and a community of parents figuring it out together.

Oh My Tech

The weekly podcast. New episodes on Tuesdays.

My Owala Life

A side project about customizing Owala water bottles. Yes, really.

Personal

Where to find me directly.