After sixth form, I decided to do an IT apprenticeship. After completing this, I continued to work in the car diagnostic industry, supporting and configuring various car manufacturers software. I then moved to eArcu to be a Support Team consultant on the support team. After 1.5 years I was then promoted to Support Team lead, which is my current position. Following the acquisition of eArcu by EQT, I continue to lead the Support Team for the Europe region under our new identity as PageUp Europe, part of the global PageUp Group. In this role, I manage a team supporting our SaaS ATS (Applicant tracking system), working closely with clients to ensure smooth resolution of technical queries, improve support workflows, and high customer satisfaction. Responsible for the administration and strategic management of our Zendesk instance, driving optimal customer support operations.

I manage the EMEA Support Team for the PageUp Europe ATS, focusing on delivering a consistent and high quality customer experience. I work closely with our Support Analysts to ensure timely resolution of queries, strong CSAT outcomes and clear communication with customers throughout their support journey. I am responsible for the strategic direction of our regional support operations and for maintaining scalable processes. I am the admin for our Zendesk instance and manage its ongoing development, including configuration, optimisation and the introduction of AI driven tools to improve efficiency. I using insights to guide improvements, identify trends and support continued enhancements to our customer support workflows.

I enjoy supporting our clients and internal members of the team with their questions and queries. Each day is different which keeps you busy and always something new to work on.

Not every ticket is easy, always got to keep on trying to resolve it and not give up. Asking for help or researching to increase your knowledge for the future.

I was one of the 6 CEO “Values” Award Nominations for Quarter 1, FY23