Lauren Hunter
Senior Customer Champion at Zapier- Claim this Profile
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English Native or bilingual proficiency
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Spanish Elementary proficiency
Topline Score
Bio
David Apple
Lauren has been one of the pillars of our Customer Success team at Typeform over the past 3 years. She was the first member of our technical support team where she improved and/or created a lot of our processes including crisis management and bug management. She was quickly promoted to a functional lead, and then a people lead based on her strong performance. Other teams wanted to steal her away from Customer Success (specifically the Product team), but fortunately for me she remained loyal to our CS team. Beyond her strong contribution to the Support team, I always valued my higher-level conversations with Lauren as she always gave me candid feedback on things we should improve in CS and at Typeform in general. Her ability to give feedback in a rational and "non-violent" way, and her desire to constantly work towards improving our culture and our processes make Lauren a strong asset to any team, in any department, in any industry. I have learned a lot from Lauren on a professional and human level. I would hire her again in a heartbeat, in fact, I would happily work for her if the circumstances were different. Feel free to contact me directly if you have any further questions.
David Apple
Lauren has been one of the pillars of our Customer Success team at Typeform over the past 3 years. She was the first member of our technical support team where she improved and/or created a lot of our processes including crisis management and bug management. She was quickly promoted to a functional lead, and then a people lead based on her strong performance. Other teams wanted to steal her away from Customer Success (specifically the Product team), but fortunately for me she remained loyal to our CS team. Beyond her strong contribution to the Support team, I always valued my higher-level conversations with Lauren as she always gave me candid feedback on things we should improve in CS and at Typeform in general. Her ability to give feedback in a rational and "non-violent" way, and her desire to constantly work towards improving our culture and our processes make Lauren a strong asset to any team, in any department, in any industry. I have learned a lot from Lauren on a professional and human level. I would hire her again in a heartbeat, in fact, I would happily work for her if the circumstances were different. Feel free to contact me directly if you have any further questions.
David Apple
Lauren has been one of the pillars of our Customer Success team at Typeform over the past 3 years. She was the first member of our technical support team where she improved and/or created a lot of our processes including crisis management and bug management. She was quickly promoted to a functional lead, and then a people lead based on her strong performance. Other teams wanted to steal her away from Customer Success (specifically the Product team), but fortunately for me she remained loyal to our CS team. Beyond her strong contribution to the Support team, I always valued my higher-level conversations with Lauren as she always gave me candid feedback on things we should improve in CS and at Typeform in general. Her ability to give feedback in a rational and "non-violent" way, and her desire to constantly work towards improving our culture and our processes make Lauren a strong asset to any team, in any department, in any industry. I have learned a lot from Lauren on a professional and human level. I would hire her again in a heartbeat, in fact, I would happily work for her if the circumstances were different. Feel free to contact me directly if you have any further questions.
David Apple
Lauren has been one of the pillars of our Customer Success team at Typeform over the past 3 years. She was the first member of our technical support team where she improved and/or created a lot of our processes including crisis management and bug management. She was quickly promoted to a functional lead, and then a people lead based on her strong performance. Other teams wanted to steal her away from Customer Success (specifically the Product team), but fortunately for me she remained loyal to our CS team. Beyond her strong contribution to the Support team, I always valued my higher-level conversations with Lauren as she always gave me candid feedback on things we should improve in CS and at Typeform in general. Her ability to give feedback in a rational and "non-violent" way, and her desire to constantly work towards improving our culture and our processes make Lauren a strong asset to any team, in any department, in any industry. I have learned a lot from Lauren on a professional and human level. I would hire her again in a heartbeat, in fact, I would happily work for her if the circumstances were different. Feel free to contact me directly if you have any further questions.
Credentials
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Mental Health First Aider
MHScot Workplace Wellbeing CICJul, 2018- Nov, 2024
Experience
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Zapier
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United States
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Software Development
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700 & Above Employee
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Senior Customer Champion
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Feb 2020 - Present
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Customer Champion
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Nov 2018 - Feb 2020
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Typeform
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United States
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Software Development
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200 - 300 Employee
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Technical Support Manager
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Mar 2018 - Oct 2018
I manage the Technical Support team located in Barcelona and USA and my day-to-day can include some of the following:- 1-1's with team members to help them grow, share feedback and check in- setting service policies and standards- collate data and build reports to share customer voice with our Product Teams- work closely with other Support managers and Director on hiring plans, OKRs and team wellbeingFor our European Support team I am the Crisis Lead which means I co-ordinate emergency situations (such as a downtime) by communicating between Engineers and Support Team, updating customers and following relevant crisis plan.Working with Product Team to review and build a bug reporting process for Support. Show less
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Technical Support Team Lead
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Oct 2016 - Mar 2018
Providing technical customer support (API, webhooks, embedding etc).An ambassador to Product teams by providing user feedback and data to create an improved user experience.Crisis Lead for the Customer Success team when there are outages, this involves being a link between support and developers to provide consistent communication.
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Technical Customer Advocate
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Feb 2016 - Oct 2016
Handling technical customer queries, this includes offering support for our API's and embedding. I also document Data Compliance for the Customer Success team as well as working on Crisis Protocols which are required for any site outages.
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PayAsUGym
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United Kingdom
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Travel Arrangements
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1 - 100 Employee
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Senior Operations Executive
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Oct 2012 - Feb 2016
At PayasUgym my main role was working with our gym and studio partners by getting them added to our system, I dealt with any queries our partners may have had and worked directly with them to make sure the service works for them and their business. I also created customised reports for our partners in order to evaluate and improve the service we offered. I've also spent a considerable about of time working within the customer service side of the business, handling email and telephone queries. Show less
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Dudebox
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London, United Kingdom
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Administrative Assistant
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Feb 2012 - Sep 2012
I joined Dudebox, a vinyl toy company, just before they released their products and became an integral part of the team for the launch. I was responsible for all social media channels and dealing with customer service either via telephone or email. Before the launch of the product I was tasked with creating an online presence and building relationships with other companies working in the same field. I was also a liaison between Dudebox and the artists we worked with and it was my responsibility to ensure they met their deadlines. Show less
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Education
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2007 - 2011
Napier
Bachelor’s Degree, Computer Software Engineering -
2001 - 2007
Holyrood
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