At Enthuse, I lead Support and Onboarding for a digital fundraising SaaS platform, spanning implementation, payments, integrations, incident response and service improvement. I transformed CSAT from approximately 40% to 97%, sustaining above 95% for more than three and a half years.
I designed and governed Capi, an Intercom-powered AI support assistant recognised in Intercom’s global top five, achieving a 97% answer rate and 70%+ Messenger deflection. I also redesigned onboarding to reduce customers failing to reach transaction-processing completion by 60%, while building a blended support operation and developing frontline agents into Level 3 managers.
Previously, at GivePenny, I built the customer operating model across partnerships, onboarding, support, success and account management while helping scale the business through its exit to Enthuse. I turn customer evidence into practical action across Product, Engineering, Customer Success and leadership.
