Zoë Lawrence

I’m a Customer Service & Support Leader with 5+ years of progressive experience in high-volume customer support environments, leading teams across phone, chat, email, tickets, and moderation. I’m known for coaching customer-facing teams to exceed CSAT, QA, AHT, and retention KPIs while maintaining a strong customer advocacy mindset.

In my current role as Senior Team Manager – Customer Support at Support Group Services, I lead and support customer-facing service teams to deliver consistent, high-quality customer experiences. I monitor KPIs like CSAT, quality scores, engagement, and retention metrics, act as a primary client contact with performance updates, and partner cross-functionally to streamline workflows and reduce repeat contacts. I also support onboarding with guided walkthroughs.

Previously, I managed high-volume support operations as Team Manager – Customer Support and handled escalated concerns, QA monitoring, and coaching at Ibex Global (including community and content moderation and support ticket processing). Earlier, as a Customer Service Sales Representative, I delivered inbound and outbound customer service and sales support, resolved billing and service inquiries, and consistently exceeded service and sales targets.