Leading a team focused on Intercom’s “internal customer” implementation of AI, automation, knowledge management and community for support/service teams.

- Continued leadership of Intercom's EMEA Customer Support organisation (5 managers, 40 teammates).- Leader of Self-Serve/Automation program and team (Community, Help Center, knowledge management, bots and automation).- Curation of yearly strategy and roadmap for the global Support organisation.- Partnering cross functionally with R&D, Sales, Marketing, People Operations etc. on company wide customer and team experience strategies.- Driver of program to introduce paid premium support offerings, including introducing new support channels and a specialised team.

- Led the EMEA and APAC CS groups (5 managers, Intercom's Community Forum Manager and wider team of 40 CS teammates) in providing world class support to Intercom's customers.- Coached and mentored managers on topics such as leadership, performance management, career development and project management.- Driver of org and company wide initiatives to improve team communications, efficiency/productivity, monetisation of Support offerings, automation, employee experience, career pathing and customer satisfaction.- Rolled out initiatives such as a CS QA program, global overtime processes, revamping bonus structures, capacity reorganisation and headcount planning. - Data driven decision making on team KPI reviews/SLA updates, constantly iterating targets and championing continued improvement and excellence.- Partner to Sales in helping get deals over the line and direct CS point of contact for Intercom's most valuable customers.- Represented Intercom at conferences, recruiting events, partner panel discussions, on their podcast and blog.- Leader and coordinating member of employee communities who support diversity, inclusion, equality and wellness.

- Coached and mentored both new and tenured Associate Managers and Managers.- Worked with recruiters and Ops teams to understand and hire for yearly headcount.- Drove initiatives/experiments and created new workflows to drive efficiency and customer experience. - Created CS manager onboarding guides.

- Joined as the 6th member of the CS team in the Dublin office and was instrumental inscaling the team to 40+ people in EMEA.- Led a team of 8 top performing individual contributors across multiple functions (managing the weekend team, a Product Support Engineer, a Senior Customer Support Engineer, tenured and new Customer Support Specialists and Customer Support Engineers).- Led by example in driving individual and team adherence to cultural tenets and KPIs.- Performance assessment through quarterly check-ins and biannual performance reviews.- Used data to track and understand customer and employee trends.- Leader of the Inter-Women community in Dublin.

- Key founding management member involved in the expansion of the Nest contract from 20 to 200+ employees across two global sites in less than 2 years.- Involved in setup of new office in California, spending 3 weeks on site training new team managers and ensuring global consistency.- Project lead for NSAI certification in 2015; orchestrating cross contract maintenance and improvement of SOPs, policies, procedures and intranet databases.- Site contact for ISO certification project, created Voxpro's Nest contract SOP.- Led a team of 14 technical support specialists (English, Dutch and French speaking) and the social media team in exceeding SLAs and KPIs to remain client's highest performing vendor.- Administrator of contract CRM tool and telephony system.- Coached team and lead 1:1/team meetings.- Interviewed and ran assessment centres for new hires and internal promotion candidates.- Maintained client-vendor relations with both on and off site client management.

- Coach and point of contact for a team of 17 technical support specialists.- Led and chaired regular team and 1:1 meetings, created, rolled out and documented performance improvement plans.- Drove team to exceed customer satisfaction (95% target) and quality (95% target) KPIs.

- Dealt with inbound technical support requests from a wide variety of business customers.- Administrator for Google for Work test account in order to run screen shares and demonstrations.- Developed a deep understanding of email delivery, email/contacts/calendar migration/synchronization and DNS configuration. - Demonstrated excellent soft skills and conflict resolution abilities while dealing with irate customers. - Consistently top performer on the team, helping team achieve tight SLAs and KPIs (90% CSAT target).

- Took a career break to travel throughout Asia.- Spent time teaching English in Cambodia with the Life and Hope Association.- Volunteered with farm work and reorganizing office filing system.

- Product specialist for Apple iOS devices, desktop and laptop computers, Mac OS X and Apple software (Pages, Numbers, Keynote, iMovie etc).- Inbound sales via phone, IM chat, email, screen sharing and video conferencing.- Consistently delivered on sales and customer satisfaction expectations.- Managed a large personal customer relationship database.- Followed up with existing customers to maintain long lasting relationships.

- Provided inbound phone, email and in game support for World of Warcraft and Starcraft II.- Technical support for issues with networking, connectivity, latency, installation and patching.- Account support for character modifications, subscriptions and billing.- Account theft and identity fraud investigation.- Point of contact for Tier 1 agents.- Consistently exceeded targets for productivity and CSAT.- Worked as English speaking representative for a major revamp of an email template database.