Charles McLaughlin
Vice President, Global Support @Lightspeed Commerce
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WORK HISTORY
Vice President, Global Support @Lightspeed Commerce
Belfast, GB
Lead global support strategy and operations for a 400+ team spanning North America, EMEA, and APAC.Designed and scaled omnichannel support solutions, reducing phone and chat wait times.Implemented AI-driven Quality Assurance tools (Klaus) and system consolidation for customer support infrastructure.
SKILLS
ABOUT CHARLES MCLAUGHLIN
Strategic Customer Support Executive with over 20 years\' experience building and scaling high-performance global support teams across fintech and SaaS industries. I lead customer-centric transformations by integrating advanced phone and omnichannel support strategies, AI-driven tools, and operational excellence practices.At Lightspeed, I oversee a 400+ global support team across North America, EMEA, and APAC, delivering consistent, exceptional customer experiences while achieving significant operational gains.Key focus areas:Global Customer Support StrategyPhone and Omnichannel Service OptimizationAI, Automation, and Data-Driven OperationsCustomer Satisfaction (CX) TransformationOperational Excellence & Scalable GrowthLeadership Development & Team EmpowermentI’m passionate about transforming customer experience operations through innovation and leadership, and I’m always open to connecting with peers and professionals driving the future of customer engagement.
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