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Jesse Papocchia has been working in the customer service and customer success field since 1997. Jesse began their career at CDG Management as a PC/Call Center Support Manager, a role they held for eight years. In 2005, they relocated to California to work as a Senior Call Center Support Analyst for the same company. In 2009, they moved to PrO Unlimited as a WAND Help Desk Lead. In 2011, they joined Coveroo as a Customer Success Manager and Compliance Manager. In 2015, they transitioned to JobScore as a Customer Success Manager, and also became the Owner of The Gilded Roo. In 2017, they left JobScore to focus solely on The Gilded Roo.

Jesse Papocchia obtained a Certificate in Data Center Operations from the Chubb Institute in 1997. Jesse also holds a Google AdWords certification in search advertising, which they obtained from Google in August 2016.