Matt Farrington Smith
Support Operations Lead @Quorso
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WORK HISTORY
Support Operations Lead @Quorso
London, GB
Developing support operations for a fast-growing SaaS scale-up that\'s transforming how retailers operate through intelligent management solutions. Driving operational transformation to deliver world-class support at enterprise scale.
EDUCATION
University of Gloucestershire
BA, Multimedia/English Lit
SKILLS
ABOUT MATT FARRINGTON SMITH
I\'m a customer experience and product operations leader with deep experience building and scaling global support functions for fast-growing SaaS and AI companies serving 260+ million users.At Vertice, I joined pre-Series B and built the customer support function from the ground up - developing global strategy across EMEA, APAC, and the US, implementing AI-driven tooling, and creating scalable processes that supported the company\'s growth through Series C while maintaining industry-leading SLAs.Previously at Microsoft, I led customer community and support strategies for SwiftKey\'s 260M global users, achieving 97-100% customer satisfaction rates while building and mentoring international support teams. I saved customers a minimum of 6 seconds per support request through Zendesk optimization and collaborated directly with Engineering and Product teams to influence user-centric feature development.At Contentsquare, I established operations frameworks for a 200+ person Customer Success organization, developing proactive workflows and systems to surface frontline customer insights directly into product planning.My strengths- Building support and onboarding infrastructure from zero → scale (startup to 200+ team members)- Translating customer pain points into product decisions and GTM improvements- Operating cross-functionally across Product, Success, RevOps, and Engineering teams- Scaling early-stage CX/Support teams through Series A–C funding rounds and beyond- Implementing AI and automation strategies that reduce friction while maintaining qualityNow, I\'m looking to bring this experience to an early-stage or growth-stage company with bold product ambitions - where I can help build the foundations for durable, customer-led scale.Let\'s connect if you\'re building world-class customer operations or looking to scale support through rapid growth phases.
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