SupportZebra, a global BPO partner for SaaS and eCommerce brands, today formally announces the appointment of Grace‑Valerie Faubion Schaar, MBA, as its new Vice President of Client Success. With this strategic hire, SupportZebra reaffirms its goal to deliver world‑class customer success backed by trusted, scalable relationships.

Grace‑Valerie Faubion Schaar joins SupportZebra as a seasoned leader with extensive experience in driving customer experience (CX) transformations. She has led initiatives that blend innovation with a human‑centred approach, delivering measurable improvements in client satisfaction and retention. Her expertise in CX innovation, scalable growth, and AI‑driven client enablement aligns perfectly with SupportZebra’s vision of combining high‑touch service with technology‑powered outcomes.

A recent MBA graduate from the University of Phoenix, Grace‑Valerie brings advanced training in business strategy and stakeholder leadership. Notably, she achieved this academic milestone while raising a young family, demonstrating her commitment, resilience, and ability to balance multiple priorities. These qualities will serve her well in leading client success at SupportZebra.

“Building enduring client success requires more than responses—it’s built on understanding the ‘why’ behind every need. I’m thrilled to join SupportZebra’s leadership at a time when we’re excited to scale our operations while keeping every client at the heart of our growth.”

– Grace-Valerie Faubion Schaar, Vice President of Client Success at SupportZebra

At SupportZebra, where annual customer churn rates remain below 1%, one of the lowest in the outsourced support industry, the company continues building CX rigor and consistency for its SaaS and eCommerce clients.

In her new role, Grace will lead the Client Success function:

• Oversight of post-sales client delivery, success planning, growth enablement, and retention
• Implementation of AI-augmented workflows to ensure a high Net Promoter Score (NPS) and proactive client engagements
• Enhanced alignment with internal teams—operations, recruitment, QA, and training—to streamline client onboarding and performance tracking

“SupportZebra has always delivered exceptional results for our clients. Bringing in Grace, with her CX vision and ability to scale strategic teams, ensures we continue to lead with empathy and reliability as we grow.”

– Nathan Yap, CEO at SupportZebra

Grace‑Valerie’s appointment marks an exciting chapter for SupportZebra as the company continues to strengthen its commitment to delivering exceptional client experiences. With her leadership, innovation, and dedication to building strong partnerships, SupportZebra is well‑positioned to drive greater value for its clients and sustain its reputation as a trusted global outsourcing partner.

To learn more about how SupportZebra can help your business deliver outstanding customer experiences, get in touch with our team today. Visit supportzebra.com to start a conversation about customised outsourcing solutions for your business.