Kate Carter
Maidstone,Kent
Summary
Versatile Senior Manager specialising in front line customer support and professional services. Skilled in operations management; planning, implementing, and overseeing key improvements to drive business growth and efficiency. History of cultivating open culture with free exchange of information. Pursuing new professional challenges with growth-orientated company.
Overview
10
10
years of professional experience
Work history
Senior Manager, Customer Support
PitchBook
London
2022.11 - Current
- Lead a multi-level support team of 8 Specialists and Team Leads delivering against SLAs and quality standards
- Own performance management, coaching, and career development across the team
- Drive operational improvements through reporting, QA processes, and workflow optimisation
- Partner with Product and Research teams to surface customer insights and improve internal processes
- Act as escalation point for complex and high-impact customer issues
- Support hiring strategy and organisational growth across the support function
- Consistently exceeded expectations in annual performance reviews (2023, 2024 & 2025), ranking in the top 10% employees globally
- Selected for a Horizon Scholars award by Morningstar, recognising top performing employees across the global organisation and its subsidiaries
Manager, Training Services (EMEA)
Hootsuite
London
2021.08 - 2022.09
- Led cross-regional team of 5 specialists delivering customer training across enterprise clients
- Designed and delivered scalable training programmes to improve product adoption
- Partnered with Sales and Customer Success to support service delivery and client outcomes
- Managed external partners and ensured consistent delivery quality
- Maintained 90%+ team CSAT score
Senior Product Trainer
Hootsuite
London
2019.06 - 2021.07
Training Specialist
Xello
Toronto, Canada
2018.08 - 2019.03
Technical Account Manager, Vault
Bloomberg
London
2016.01 - 2018.03
Education
BACHELOR OF ARTS - Psychology
Saint Mary's University
Halifax, CANADA 09/2007 - 05/2021
Skills
- Support Operations & Service Delivery
- Team Leadership & Development
- Escalation Management
- Cross-functional and Cross-regional Collaboration
- Process Improvement & Optimisation
- Customer Experience Strategy
Additional Information
- www.linkedin.com/in/katecarter22
Accomplishments
PitchBook
Horizon Scholar Award, Morningstar Scholar’s Program 2025 (Global)
Embrace and Drive Change Award 2024 (Global)
Positive Panther Award 2023 (EMEA/APAC)
Hootsuite
Teammate of the Year 2020, Professional Services (Global)
Top Performer 2019, Product Trainer (EMEA)
Timeline
Senior Manager, Customer Support
PitchBook
2022.11 - Current
Manager, Training Services (EMEA)
Hootsuite
2021.08 - 2022.09
Senior Product Trainer
Hootsuite
2019.06 - 2021.07
Training Specialist
Xello
2018.08 - 2019.03
Technical Account Manager, Vault
Bloomberg
2016.01 - 2018.03
BACHELOR OF ARTS - Psychology
Saint Mary's University
09/2007 - 05/2021