Australia
I am the VP of Customer Advocacy at Buffer, where I set vision, strategy and direction for the customer service experience, develop our team, cultivate culture, and retain top talent. With enthusiasm and dedication, I build meaningful customer relationships that encourage trust and emphasise commitment to their success. I bring experience defining and communicating strategies, executing solutions, and motivating and inspiring a global team to achieve set goals. Buffer is a mission-driven SaaS service for individuals and small businesses built to capture and engage audiences on social media. We support hundreds of thousands of businesses to plan their content in advance, analyze the results, and engage with their community through social media. At Buffer, I have built out the Customer Advocacy org, serving a product with 8 million users and helping over 190,000 small businesses build their brand on social. Over the last twelve years, I have scaled up Buffer's fully remote global Customer Advocacy team from $2 million to $22 million in annual revenue. As an active part of creating Buffer’s vision, I’m passionate about incorporating flexibility, inclusivity, and equality into the workplace in the future. Over the last few years, I’ve spoken extensively about how transparency at work builds trust at major industry conferences and national broadcasting.
- Lead advocate for Buffer's customers and part of the executive team. - Established and led the company's customer service strategy and roadmaps across a fully remote global team. - Built out a fully remote global team to look after 8 million users, generating a revenue of $22 million ARR. - Launched an industry-leading self-help centre helping around one million users per year. - Implemented transparent career frameworks for both individual contributors and people managers. - Introduced a four-day workweek to the customer service team, whilst maintaining global 24h coverage for our customers. - Led customer relief programme during Covid-19 pandemic. - Completed Leaders Who Coach™ CPD Certified leadership development and leadership skills programme that promotes strategies for increasing influence, inclusivity, team performance and career advancement.