Technologies & Expertise: Customer Experience Transformation, Support Operations Strategy, Technical Implementation (Zendesk, Front, Aircall), Team Development, Process Optimization, KPI Framework Development, Cross-functional Alignment, Analytics & Reporting Systems
Recent Projects:
+ Successfully transformed technical support operations for leading reservation technology company, improving SLA completion from 56% to 90%, cutting response times in half while maintaining 95%+ CSAT - key role in company's $150M acquisition
+ Developed and implemented comprehensive metrics framework linking customer experience to business value, enabling data-driven decisions across product, engineering and support teams
+ Built scalable training and development programs for high-growth teams, resulting in improved retention rates and career advancement opportunities
+ Created cross-functional collaboration frameworks between support, product and engineering teams, streamlining communication and reducing resolution times
What sets me apart:
- 10+ years experience transforming CX operations in high-growth SaaS companies
- Proven track record of measurable improvements in key metrics (CSAT, SLA, response time)
- Deep expertise in both strategic planning and practical implementation
- Strong background in technical support and cross-functional leadership
- Focus on sustainable, scalable solutions that drive business value
Available for both project-based work and ongoing advisory roles. Ideal for Series A/B companies looking to scale support operations, teams needing strategic CX leadership, or organizations preparing for significant growth.
Technologies & Expertise: Customer Experience Transformation, Support Operations Strategy, Technical Implementation (Zendesk, Front, Aircall), Team Development, Process Optimization, KPI Framework Development, Cross-functional Alignment, Analytics & Reporting Systems
Recent Projects: + Successfully transformed technical support operations for leading reservation technology company, improving SLA completion from 56% to 90%, cutting response times in half while maintaining 95%+ CSAT - key role in company's $150M acquisition + Developed and implemented comprehensive metrics framework linking customer experience to business value, enabling data-driven decisions across product, engineering and support teams + Built scalable training and development programs for high-growth teams, resulting in improved retention rates and career advancement opportunities + Created cross-functional collaboration frameworks between support, product and engineering teams, streamlining communication and reducing resolution times
What sets me apart: - 10+ years experience transforming CX operations in high-growth SaaS companies - Proven track record of measurable improvements in key metrics (CSAT, SLA, response time) - Deep expertise in both strategic planning and practical implementation - Strong background in technical support and cross-functional leadership - Focus on sustainable, scalable solutions that drive business value
Location: Remote (UTC-8) Email: laura [at] veloracx.com LinkedIn: https://www.linkedin.com/in/laura-sinclair-faunt-33b0b827/
Available for both project-based work and ongoing advisory roles. Ideal for Series A/B companies looking to scale support operations, teams needing strategic CX leadership, or organizations preparing for significant growth.