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! 😊

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. 🎶

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