Jake Wallin
Ashford,Middlesex
Summary
A customer support leader with a proven track record of growth, progressing from Support Analyst to Director of Customer Support at intelliflo, one of the UK's leading FinTech platforms. Throughout this journey, I have built deep expertise across every layer of the support function, from hands-on technical problem-solving and case management to strategic leadership at a global scale.
Today, I lead a customer support function spanning the UK, Australia, and India, driving operational excellence, embedding AI-driven innovation, and championing a culture of continuous improvement that puts the customer at the heart of every decision. I am passionate about using data and insight to shape strategy, influence senior stakeholders, and ensure that customer support is recognised as a true driver of business success, not just a service function.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work history
Director of Customer Support
Intelliflo Ltd
Wimbledon, London
2024.08 - Current
- Directed global customer support operations across the UK, Australia, and India, ensuring consistent service delivery and customer experience standards
- Led the strategic and operational evolution of the support function to drive scalable growth, efficiency, and service excellence
- Championed continuous improvement initiatives, enhancing both customer satisfaction and employee experience across all regions
- Analysed case trends, escalation patterns, and CSAT data to generate actionable insights and support executive decision-making
- Maintained full accountability for SLA performance, ensuring high responsiveness and resolution quality across diverse customer cohorts
- Implemented AI-driven support capabilities to reduce manual workload, improve efficiency, and accelerate resolution time
- Oversaw workforce planning and resource optimisation to maintain operational effectiveness across multiple time zones and demand levels
- Built strong cross-functional partnerships with Customer Success, Product, Technical, and Sales teams to align support with wider business objectives
- Positioned customer support as a strategic business function by influencing organisational priorities through customer insight and operational leadership
- Fostered high-performing, collaborative global teams focused on delivering exceptional customer and colleague experiences
Head of Customer Support - UK
Intelliflo Ltd
Wimbledon, London
2022.08 - 2024.08
- Defined and executed the strategic direction of the customer support function, embedding a customer-centric culture across the organisation
- Led, developed, and empowered high-performing support teams to consistently exceed departmental and business objectives
- Managed relationships with enterprise and strategic customers, personally overseeing high-profile escalations through to resolution
- Collaborated with senior leaders across Operations, Product, Delivery, and Customer Success to drive a unified customer-first strategy
- Utilised case data and CSAT insights to identify trends, inform strategic decisions, and deliver measurable service improvements
Customer Support Manager
Intelliflo Ltd
Kingston Upon Thames, London
2018.09 - 2022.07
- Led the strategic and operational management of the customer support function, driving service excellence, process improvement, and long-term team development
- Recruited, mentored, and developed high-performing support teams through tailored coaching, performance management, and continuous learning initiatives
- Leveraged support data and CSAT insights to influence product improvements, manage third-party partnerships, and uphold quality, compliance, and customer trust
Customer Support Team Leader
Intelliflo Ltd
Kingston Upon Thames, London
2015.02 - 2018.09
- Led and mentored a team of Support Analysts, balancing line management responsibilities with hands-on second and third-line support
- Managed escalated customer issues, ensuring timely resolution and consistently high standards of service delivery
- Collaborated with Account Management, QA, and Development teams to drive process improvements, user training, and knowledge sharing initiatives
2nd Line Customer Support Analyst
Intelliflo Ltd
Kingston Upon Thames, London
2014.09 - 2015.01
- Delivered advanced second-line technical support, managing complex escalations and collaborating with Development and QA teams to drive effective, long-term resolutions
- Supported continuous improvement through knowledge sharing, client onboarding, process optimisation, help documentation, and remote training initiatives
Education
GCSEs -
Hampton Community Collage
Hampton 2001.09 - 2006.09
Skills
- Global Customer Support Leadership
- Strategic Operations Management
- Customer Experience (CX) Optimisation
- Team Leadership & People Development
- Cross-Functional Stakeholder Management
- Service Delivery Management
- SLA & KPI Performance Management
- Escalation & Incident Management
- Data Analysis & Insight Reporting
- CSAT & Customer Feedback Analysis
- AI & Support Technology Integration
- Workforce Planning & Resource Optimisation
- Process Improvement & Continuous Improvement
- Technical Support & Troubleshooting
Timeline
Director of Customer Support
Intelliflo Ltd
2024.08 - Current
Head of Customer Support - UK
Intelliflo Ltd
2022.08 - 2024.08
Customer Support Manager
Intelliflo Ltd
2018.09 - 2022.07
Customer Support Team Leader
Intelliflo Ltd
2015.02 - 2018.09
2nd Line Customer Support Analyst
Intelliflo Ltd
2014.09 - 2015.01
GCSEs -
Hampton Community Collage
2001.09 - 2006.09