What do you do for Cuvva?
My official title is Head of Customer Operations (or “cops”). I am in charge of building, strengthening and nourishing the cops team at Cuvva. Ultimately, I am continually working to improve, and refine, the support process and customer experience.
How did you get into this?
Following graduation, I moved to Hong Kong and taught English in a government school for a year. After this, I worked in business development for a small gelato company, before moving back to England to pursue a career in Customer Operations. More recently, I assisted in growing the Client Success team at Airsorted before moving to Cuvva! 😊
What are you working on this week?
This week, I am working hard on recruiting and growing the team to react to the constant increase in customer enquiries. I am also holding individual reviews of the Cops team, as well as a roundtable, in which we will discuss recent company changes and other factors that directly influence our customers.
Who do you work with most?
I usually work with the rest of the cops team: providing guidance on challenging queries, reviewing answers to queries, and passing on feedback that cops may have for other teams at Cuvva. Second to the cops team, I would say I also work closely with Andy and Ryan to bounce ideas off of, and discuss the recruitment process. 👥
What are you excited about working on in the next few months?
In the next few months I am excited about adapting to a growing team, as well as a growing community. The movement towards a 24-hour support system, and the implications that this will have on shift patterns, is also an exciting prospect.
What have you learned during your time at Cuvva?
I have learnt a lot about the importance of company involvement in customer support. I believe that Cuvva views customer support as an indicator of success, and I have learnt the value of placing emphasis on such an indicator. Finally, I am fully aware how the vibrancy of the company culture has impacted upon my confidence and drive to get involved and make changes, even from a very early stage. 🚀
What do you do for fun?
I’m a keen member of two books clubs and I love going to the theatre. However I’m also quite active: I cycle, play tennis, and regularly do yoga.
Tell us something unexpected about you.
I am grade 8 on the clarinet. 🎶
If you are interested in applying for a cops role at Cuvva, then click here!