I lead our Customer Support function, which covers all inbound customer communications across live chat, email, and phone. We assist with a wide range of queries, including account access, billing, customisation, integrations, and product feedback. The Support team serves as the voice of the customer and plays a critical role in driving satisfaction and retention.
I also support Revenue Enablement at Lyrebird, ensuring our Go-To-Market (GTM) teams are fully equipped with the product knowledge they need to succeed - whether they’re selling to new customers, supporting adoption and expansion for existing ones, or handling renewals.
A successful day means our customers feel heard and supported, and our GTM teams are confident in delivering value through our product.
What unique skill or perspective do you bring to your team that you think makes the biggest difference?
I bring a genuine passion for helping people, which I believe is at the heart of great customer support and strong internal collaboration. Whether it's working directly with customers or partnering with teams across the business, I’m driven to find solutions and deliver that extra 1%. I also try to bring an infectious energy and high standards that encourage continuous improvement in how we support customers, enable our teams and help shape the Lyrebird product.
What professional accomplishment at Lyrebird are you most proud of so far?
I’m most proud of increasing our Customer Satisfaction (CSAT) score from 88% to 98% within my first three months at Lyrebird. For me, CSAT is the most important metric in the business as it reflects how well we're supporting our customers and the trust they have in us. Driving that improvement so quickly was a team effort and a clear signal that the changes we made were working.
What initially inspired you to join Lyrebird, and what has kept you engaged here?
Why I joined: I’ve worked at a few SaaS startups across different industries, but I was drawn to Lyrebird by the opportunity to be part of something with real purpose - using technology to make the world a better place. That mission really stood out to me, and I see it in action every day through the positive impact Lyrebird has on clinicians and their ability to deliver care.
Why I stay: The people. I’ve never worked with a more intelligent, empathetic, and genuinely supportive group of colleagues.
What’s the best piece of career advice you've ever received, and how do you apply it?
Early in my career, I had a manager who really helped elevate me by deliberately making space for me to grow. I remember her intentionally being unavailable for customer meetings, leaving me to step in and take the lead. She had full confidence in my ability, but knew I needed the room to prove it to myself. That experience stuck with me, and it’s something I try to carry into my own leadership style. I create space for my team to have stretch goals, take ownership, and grow through challenges.
And on a more personal note, my grandfather Tom used to say, “If it was easy, every idiot would be doing it.” It’s a reminder that doing meaningful work, especially in the startup world, comes with plenty of challenges, and that’s exactly what makes it worthwhile.
What’s your favorite way to recharge or unwind outside of work (e.g., hobby, travel, sport)?
Everyone at Lyrebird knows I’ve been really into running this year! I love how it challenges me mentally as much as physically. It's a great way to build resilience and clear my head after a busy week.
When I’m not running, you’ll usually find me at the gym. It’s become a great social outlet as well as a way to stay active.
If you could switch roles with anyone else in the company for a day, who would it be and why?
I’d absolutely love to switch roles with one of our engineers. I’ve always wanted to know how to code, and I think it would be incredibly rewarding to fully resolve a customer issue end-to-end, or even build out a new feature.
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