Keelin Murphy

Scaled the wider customer support organisation from 10 agents to 100+ across three global GIOs while maintaining SLA adherence above 95% during rapid growth.

• Led operational delivery and performance in technical customer support for high-growth restaurant SaaS platform, ensuring effective support across POS systems, payments, software integrations, and hardware incidents.
• Lead a team of 16 senior technical support specialists and Team leads, with direct responsibility for performance management, coaching, engagement and career development.
• Lead weekly 1:1s, KPI reviews and performance coaching focused on quality, productivity, customer experience and professional development.
• Deliver weekly business reviews to Senior Director leadership, providing data-driven insight and recommendations on service performance, customer experience, workforce planning and operational efficiency.
• Led workflow redesign initiatives with Product and Customer Success leadership that reduced inbound customer contacts by 20% and improved operational efficiency.
• Directed the Salesforce-to-Intercom migration, supporting adoption strategy, stakeholder alignment, training and continuity across support functions.
• Provided leadership and mentorship across international teams, developing managers in Chennai and Omaha to strengthen operational capability and maintain consistent service standards.
• Founded and led global culture and engagement initiative, enhancing recognition, retention, leadership alignment, and psychological safety, later adopted by leadership teams across global sites.
• Founded and led a development programme to prepare high-potential agents for the management pathway, building capability across operational practices, leadership and people management.
• Developed and implemented customer satisfaction surveys, analysing results to identify and prioritise areas for improvement in service delivery.

• Led coaching and performance initiatives, focusing on service quality and positive customer outcomes.
• Managed operational performance, staffing allocation and service delivery across customer support teams to enhance overall effectiveness.
• Supported recruitment and onboarding processes to ensure operational readiness in scaling support functions.

• Led coaching and performance initiatives to elevate service quality and achieve positive customer outcomes.
• Managed operational performance, staffing allocation, queue management, and service delivery to enhance customer support efficiency.
• Supported recruitment, onboarding, and operational readiness to ensure effective scaling of support functions.