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Matthew Sutton

@matthewsutton

Customer experience leader at Breville who scaled omnichannel support from 3 to 25 agents and raised CSAT from 68% to 96%.

United States

Message

At Breville, I built and scaled a centralized omnichannel support operation across the US, Canada, UK, Australia, and New Zealand. I owned the Salesforce Service Cloud implementation end to end, raised CSAT from 68% to 96%, and helped reduce response time from 7 days to 6 hours.

At Coinbase, I led 8 analysts supporting high-net-worth customers and raised CSAT from 72% to 91%. I’ve also built policies and service systems at Flip, supported a new furniture brand launch at Ruggable, and created independent tools including an offline customer communication Chrome extension and an app that turns QuickBooks exports into invoices and reports.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

Flip

Ran customer service for a social-commerce SaaS startup, coaching a live-chat team and building policies, SOPs, escalation processes, and internal service systems to scale support operations.

Customer Service Team Coaching SOP Development Escalation Procedures Live Chat

Customer Service Manager, Furniture Division

Ruggable

Helped launch support operations for a new furniture brand, translating emerging business needs into policies, escalation paths, and repeatable service procedures.

Automotive Sales, Finance & Auction Operations

Pacific Motor Sales, LLC

Advanced from lot attendant to California-licensed salesperson, then into finance management, structuring transactions, reviewing contracts, coordinating lender approvals, and negotiating financing terms. Expanded into vehicle acquisition and auction buying.

Automotive Sales Financial Management Contract Review Lender Coordination Negotiation Vehicle Acquisition

Manager, Digital Customer Experience

Breville

Built and scaled a centralized omnichannel support operation from 3 to 25 agents across multiple countries, serving 2M+ customers annually. Cut response time from 7 days to 6 hours, raised CSAT from 68% to 96%, and improved NPS by 35 points.

Salesforce Service Cloud Omni Channel Support Knowledge Management UAT Workflow Design CSAT Improvement NPS Improvement

Supervisor, Customer Service

Netflix

Managed 15 agents in a high-volume contact center supporting account management, billing, device troubleshooting, and streaming issues. Improved first-contact resolution from 68% to 84%, raised CSAT from 78% to 89%, and reduced average handle time from 8.5 to 6.2 minutes.

Contact Center Management First Contact Resolutions CSAT Improvement Average Handling Time (AHT) Reduction

Supervisor, Customer Experience

Coinbase

Led 8 analysts supporting high-net-worth customers across complex account operations, security escalations, platform defects, and compliance inquiries. Raised CSAT from 72% to 91%, reduced average handle time 22%, and cut escalation rate from 18% to 9%.

Customer Experience Escalation Management CSAT Improvement Case Ownership Defect Documentation