Alex Hurst Email & Phone Number

Ottawa, On, Ca

Ottawa, On, Ca

Building, scaling, and leading CurrentWare's first customer success program.

Ottawa, Ontario, Canada

Established and led a new team focused on delivering product research insights on Shopify's products features and launches, with the goal of improving our merchant and customer experience. In this role, we focused on simplifying and clarifying our research intake processes, allowing our team to prioritize their research over more time-intensive admin tasks. Additionally, we were able to implement KPI and feedback systems to measure the quality of our research deliverables and identify opportunities for improvement. This was an amazing opportunity to bring my leadership skill set closer to Shopify’s product teams.

Ottawa, Ontario, Canada

Built and led a globally distributed 250+ person branch of Shopify’s Customer Support, ensuring our regional groups of leaders and teams delivered incredible customer interactions. As the leader of a large organization during the pandemic, we successfully navigated challenges with staffing, engagement, and leadership attrition. We were able to communicate and execute on large organizational changes that helped foster collaboration and alignment between our globally distributed teams. It was also during my time as a Senior Leader that I had the opportunity to develop, coach, and grow many Support Leads (lead of leads) - helping more than 7 move onto their next opportunity within our organization. Watching their continued impact on new areas of Shopify’s business is something I’m most proud of during my entire career.

Ottawa, Ontario, Canada

Developed and coached the leads of our Plus Support teams to ensure we delivered white glove service to our most profitable enterprise level merchants. During my time in this role, I had 3 lead direct reports each leading 10+ enterprise success specialists - split between Ireland and Canada. It was an amazing and eye-opening journey working with two different cultures in multiple time zones and forced me to reevaluate my communication and leadership approaches. During a time of hyper growth for our Plus organization, we needed to build and scale a global recruiting, hiring, and onboarding process. This allowed us to meet growth headcount targets and ensure we were finding the right success specialists - without impacting service or quality levels.

Ottawa, Ontario, Canada

Our organization included six 10+ person teams, each with their own leader. Here, I led, coached, and managed multiple support teams while working with team leaders to hone their leadership and management skills. With a focus on accountability, improved reporting, performance management, and quality assurance data we were able to launch a wide variety of strategic initiatives during my time with the team. This hard work by our leaders and advisors had a measurable positive impact on many KPIs - including handle times, customer satisfaction, absence rates, and quality assurance.

Ottawa, Ontario, Canada

Led an engaged and high-performing team of Customer Service Specialists with a focus on amazing merchant and customer experiences. Our team successfully delivered the strongest Shopify-wide performance in both MRR and customer satisfaction targets during our first full year together.

Ottawa, Ontario, Canada

Helped Shopify merchants improve, grow, and succeed with their businesses through solving complex and challenging issues.

Toronto, Canada

Flagship Branding works with business owners to create unique and impactful brand identities.

Hong Kong

Import Beer Club works with craft beer brewers to promote and launch their beer into the Hong Kong market.