Beth Newton
Summary
Strategic Head of Customer Support with a focus on optimising service operations and integrating AI solutions. Achieved a 70% resolution rate and maintained a 98% customer satisfaction score. Developed cost-efficient support models and tracked KPIs to enhance customer experience. Utilised Intercom, Zendesk, Notion, and Metabase to inform data-driven decision-making and align support strategies with business objectives.
Overview
10
10
years of professional experience
Work History
Head of Technical Customer Support
Acquisity
01.2026 - Current
- Facilitated 24/7 technical support team in resolving customer issues, enhancing response efficiency.
- Contributed to integration of AI agents, achieving 70% resolution rates and improving customer experience.
- Maintained customer satisfaction score of 98%, ensuring high service quality and client trust.
Director of Customer Service
Sweep
01.2025 - Current
- Developed customer support strategies for EMEA region, enhancing service delivery.
- Defined key performance indicators and supported segmentation efforts, aligning performance metrics with business goals.
- Collaborated with teams to gather customer insights and influence product feature development.
Customer Support Strategist
Freelance
01.2020 - 01.2025
- Supported scaling efforts for 15+ SaaS and digital firms in EMEA/APAC, enhancing operational capacity.
- Developed cost-efficient support models and trained managers and teams on implementation.
- Streamlined onboarding process, boosting customer satisfaction and lowering cost-to-serve.
Head of Customer Care
Demooz
05.2017 - 01.2020
- Managed and scaled support team of 200 product ambassadors to enhance customer engagement.
- Introduced KPIs and reporting to establish scalable workflows for improved service delivery.
- Prepared detailed monthly reports on customer service operations, highlighting achievements and areas for improvement.
- Coordinated strategic plans for administrative services management and optimisation to best use available resources.
- Led customer care team in delivering exceptional service, consistently achieving satisfaction scores above industry standard.
Head of Customer Care
Yestudent
01.2016 - 05.2017
- Managed customer support operations across chat, email, and phone channels, enhancing responsiveness and service quality.
- Implemented KPI tracking and reporting, reducing response times and increasing customer satisfaction.
- Facilitated company expansion into international markets by developing and implementing localized support processes.
- Advised 15+ SaaS and digital firms in EMEA/APAC on effective scaling of customer support to improve service delivery.
- Designed cost-efficient support models and trained managers/teams.
- Delivered measurable results: CSAT ↑, cost-to-serve ↓, faster onboarding.
Skills
- Technical support management
- Intercom and Zendesk
- AI and chatbots
- CSAT metrics
- NPS analysis
- First response time (FRT)
- Resolution rates
- Self-service support channels
- Notion and Metabase
- Cross-functional collaboration
- OKR management
Languages
English
Proficient
C2
French
Proficient
C2
Timeline
Head of Technical Customer Support
Acquisity
01.2026 - Current
Director of Customer Service
Sweep
01.2025 - Current
Customer Support Strategist
Freelance
01.2020 - 01.2025
Head of Customer Care
Demooz
05.2017 - 01.2020
Head of Customer Care
Yestudent
01.2016 - 05.2017