Job title: Head of Support
Education: IE Business School MBA November (2015)
Hobbies outside of work: Smart home gadgets, football, traveling, golf
StarLeaf was the perfect opportunity to build on my management skills as previously I was hands-on technical.
StarLeaf is a great company with a strong culture and commitment to their employees and customers. There is a real passion for technology products and products that work.
What exciting projects have you worked on at StarLeaf?
I absolutely loved building the StarLeaf Support Team and scaling from 2 support agents to 18 globally.
Once the team was in place, we set our goals. This meant taking a look at the level of service the team needed to provide to customers/partners/resellers and exceeding those goals. Initially, we measured daily, weekly, and monthly, looking for opportunities to constantly improve.
My team met socially to bond. These get-togethers proved to be fundamental to building a successful team.
What are your most memorable and enjoyable experiences from working at StarLeaf?
The StarLeaf UK summer party. Every year, this event brings StarLeaf employees and their families together in Cambridge.
What does a day in the life of a Head of Global Support Operations at StarLeaf look like?
My day usually starts either on video working from home or in the office.
I turn on the laptop to check emails and I check the support ticket queue and my diary for the day’s events.
The UK support team join the daily support sync call, here we run through support tickets and discuss important tickets/escalations and knowledge transfer.
Lunchtimes are somewhat exciting, with a weekly team lunch with other departments from pizza to kebabs.
I complete the daily waiting development report and complete a support ticket queue allocation. This is an ideal time to observe and supervise the agents’ competency around ticket replies.
What aspects of your role are you passionate about?
• Customers/Partners/Resellers satisfaction
• Sales drives deals
• Customer success drives value
• And here in Customer Support we drive trust
And to finish, please tell us an interesting fact about you?
I have more shoes & trainers than my wife and probably most people I know!