Australia
As a customer support professional with a strong track record in scaling global support operations, I specialize in building high-performing teams, optimizing processes, and driving business impact through customer support. At Zapier, I played a pivotal role in expanding the APAC team and launching the Onboarding Support function—initiatives that strengthened service delivery and supported company growth. I bring a unique blend of leadership experience and hands-on technical skills. I'm passionate about using automation and low-code tools like Alfred, Retool, and Zapier to streamline workflows, reduce manual effort, and unlock new efficiencies. I thrive at the intersection of people, process, and technology—always seeking ways to improve both the customer and internal team experience. With strong stakeholder management and a solutions-focused mindset, I bridge the gap between strategy and execution. Whether mentoring team members or rolling up my sleeves to build internal tools, I bring clarity, adaptability, and a bias for action to everything I do.
- Developed and rolled out quality rubric and stood up standalone QA function for our support team including rolling out of latest AI tools - Manage relationships with offshore support team. Facilitate leadership relations, performance management and cohesion between partners. - Automated several significant processes with low-code tools like Zapier, Retool, Shortcuts and Alfred saving the team hours each week. - Built AI systems that provide realtime feedback to support agents and helps to build a better all-round understanding of performance beyond traditional KPIs - Developed a framework for career paths for agents to progress in their career and move towards a new iteration of what a CS looks like in the world of AI.
- Founded Zapier’s onboarding support function. Built and scaled a team of 20 agents and leadership team. Hiring externally and from within across global timezones. - Pioneered the first implementation of Chat as a support medium and was the first to draw a clear line between support interactions and business outcomes. - Delivered performance reporting and cultivated a culture of transparency and trust. - Responsible for process development, strategic positioning and stakeholder management across the business, driving activation rates and increasing customer stickiness via tailored support interactions.
- Scaled team from 5 to 10 while retaining regional identity. Fostered a strong cultural - Advocated for and led Zapier’s first small team retreat in Bali. I organized the agenda, activities and team building outcomes. - Mentored future leaders and helped define support career growth paths. - Continually delivered high performance across the team. - Built and implemented an universal reporting system for the broader support team enabling better performance management outcomes. - Led the implementation of our internal ticket distribution system. Marking a significant change in the way conversations are handled. Increasing response times and fairness among the team. - Developed and pitched strategy to start an Onboarding Support function. - Pioneered the first experiments with chat support within the product.
At Emma all staff are well versed in the realm of Email Marketing. Sam's specialties include HTML/CSS in the email environment, marketing best practices and delivery. Beyond answering email, chat and phone cases, Sam often pitched in to help the Onboarding and the Services team to help localize the product to an Australian market. Tasks ranged from basic training, to audience management to email campaign creation.