At Swap Commerce, I manage a 10-member technical support team across the UK and US. I scaled the team from six to 10 engineers, reduced average resolution time by 15%, and improved first response time by 25% through new support processes.
I built a standardised onboarding platform to streamline new-hire onboarding and keep support operations effective as the team grew.
Previously, at Loop Returns, I independently managed EMEA support, led technical implementations for ecommerce tracking solutions, and served as the primary consultant for Gymshark and other enterprise clients including Nobody Child.
My background also includes establishing Acquia’s first EMEA support team, leading escalations involving outages, IP conflicts, and firewall blocks, and supporting REST API automations at Tray.io for clients including Netflix. I bring hands-on experience with APIs, SSO, integrations, and technical customer support.
