Emma Smith

Customer Support & Onboarding Lead @Enthuse

Leading the transformation of customer support and onboarding functions in a high-growth SaaS environment, with a focus on operational excellence, customer experience, and AI innovation. Responsible for service delivery, onboarding success, and team development.Key contributions include- Designed and implemented a scalable Customer Service Framework and CSAT strategy, significantly improving customer experience and internal alignment- Built and led a high-performing support and onboarding team, with a focus on psychological safety, talent development, and continuous improvement- Created and operationalised incident response protocols, enabling rapid action and clear communication during critical system events- Established a cross-functional AI Squad, leading the exploration and integration of safe, compliant AI solutions to enhance delivery and drive innovation- Partnered with product, sales, and engineering to embed customer insights into business decisions, contributing to increased product adoption and retention- Streamlined access management and system tooling, delivering measurable cost and efficiency gains- Leveraged analytics and reporting to inform strategy, improve resolution times, and align support operations with broader company goals.At Enthuse, we’re on a mission to transform digital fundraising by building the technology that empowers great causes. Our donations, event registration, and fundraising platform helps thousands of charities raise millions of pounds a year.