Meet Leo, our Head of Customer Operations

Get to know Leo, our Head of Customer Operations
By Team member, 01/09/2017
2 minutes read

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! ๐Ÿ˜Š

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. ๐Ÿ‘ฅ

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. ๐Ÿš€

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. ๐ŸŽถ

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