Louis Corbett
Application Support Manager @AlphaSights
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WORK HISTORY
Application Support Manager @AlphaSights
Leading a high performing EMEA support function responsible for maintaining real time service reliability and user experience across a fast scaling SaaS platform. Delivering consistently high service performance (99% CSAT, sub 5 minute response time) while supporting a rapidly scaling SaaS platform with no increase in headcount. Scaling support operations effectively, maintaining service quality and responsiveness across approximately annual tickets in a high growth environment. Maintaining 100% team retention over multiple years, while developing team members into senior and management roles. Acting as senior escalation point for complex technical issues, partnering with Engineering and Product to drive effective resolution and long term improvements. Continuously refining support workflows and processes, improving efficiency and maintaining high SLA adherence. Supporting business growth by maintaining consistent service performance during periods of increasing platform adoption and user demand. Operating within a global support model, collaborating across EMEA, US, and APAC stakeholders.
EDUCATION
University of Chester
Animal Behaviour Bsc, Animal Behaviour, Biology
SKILLS
ABOUT LOUIS CORBETT
Technical Support & Service Delivery Leader with 10+ years’ experience operating at the intersection of customer success, platform operations, and incident management within SaaS environments. Supporting platforms handling thousands of annual user interactions across global markets, ensuring reliability and performance at scale.Proven track record leading high performing support teams across EMEA, improving service reliability, reducing operational friction, and enhancing customer experience through data driven decision making and ITIL best practices.Recognised for a hands on leadership style, acting as both a strategic leader and technical escalation point. Experienced in collaborating with Engineering, Product, and Customer Success teams to resolve complex issues, optimise workflows, and drive continuous operational improvement.
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