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Lauren Larkin

@laurenlarkin

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Remote CX leader | SaaS, media, & ops expert | Curious, creative, people-first mindset

United States

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What I'm looking for

I’m looking for a role where I can conquer complex topics and help others understand them in a more digestible way. I’d love to continue to grow my expertise in SaaS roles — whether that be customer-facing product support leadership, content operations, metadata analysis, B2B relations, or something new.

I'm a customer support leader with 19 years of experience across companies like DistroKid, Thumbtack, and Whole Foods. I’ve led remote-first support teams, built onboarding and QA programs, and collaborated closely with Product and Engineering to improve customer experience — most recently helping scale DistroVid, DistroKid’s music video distribution platform. My background spans SaaS, digital media, metadata workflows, and DEI initiatives. Outside of work, I’m a musician, gamer, and insatiably curious reader — usually with 10+ Google search tabs open as I dive into whatever niche topic grabs my attention next.

Experience

Work history, roles, and key accomplishments

Artist Relations Manager

DistroKid

Sep 2021 - Nov 2024 (3 years 2 months)

Managed the DistroVid support team, leading QA, training, and product updates for music video distribution. Acted as the primary contact for feature inquiries and collaborated with product teams to optimize UI/UX, achieving a 92% customer satisfaction score while handling 2.5K monthly queries.

Customer Support Team Leadership Quality Assurance Process Improvement UI UX Data Analysis Communication SaaS Remote Management

Customer Service & Support Enablement Manager

Thumbtack

Jul 2019 - Oct 2021 (2 years 3 months)

Designed and delivered onboarding training for new hires, ensuring SLA adherence from day one. Maintained a 100% success rate for new hires meeting key performance metrics and conducted weekly QA reviews to drive continuous improvements.

Training Development Performance Metrics Quality Assurance Process Improvement Team Collaboration Customer Service DE&I Communication Remote Management Onboarding

Senior Support Agent

Thumbtack

Jun 2017 - Jul 2019 (2 years 1 month)

Delivered high-quality tech support across chat, text, and email channels, consistently exceeding key performance metrics. Initiated the company’s first US Non-voice Service & Support Team to enhance customer engagement.

Customer Service Team Manager

Whole Foods Market

Jul 2013 - Jul 2017 (3 years 11 months)

Developed and executed food and product donation programs while leading hiring and training initiatives. Facilitated team meetings and participated in strategy sessions to drive operational success.