Lauren Cunningham
About Lauren Cunningham
Lauren Cunningham is the Manager of Support Operations at Loom, where she oversees support for users across 200,000 companies, including major clients like Spotify and Netflix. She previously worked at CHE Proximity and CPM Australia, and she holds a Bachelor of Business in Marketing and Psychology from Monash University.
Work at Loom
Lauren Cunningham has been serving as the Manager of Support Operations at Loom since 2018. In her role, she manages support operations for users across 200,000 companies, including notable clients such as Spotify, Netflix, and Twitter. Under her leadership, the support team has expanded from 3 to 32 members, emphasizing efficiency and team growth. Cunningham has achieved a Customer Satisfaction Score (CSAT) of 95% while supporting over 18 million users. She collaborates closely with Product and Engineering teams to enhance customer reporting and product feedback, advocating for a modern support experience that incorporates video messaging.
Previous Experience at CHE Proximity
Before joining Loom, Lauren Cunningham worked as an Account Manager at CHE Proximity from 2015 to 2018 in Melbourne, Australia. During her three years in this role, she developed skills in client management and support operations. Her experience at CHE Proximity contributed to her understanding of customer needs and expectations, which she later applied in her current position at Loom.
Previous Experience at CPM Australia
Lauren Cunningham held the position of Marketing Coordinator at CPM Australia from 2012 to 2014. In this role, she gained valuable experience in marketing operations and coordination. This position helped her build a foundation in marketing strategies and customer engagement, which has been beneficial in her subsequent roles.
Education and Expertise
Lauren Cunningham studied at Monash University, where she earned a Bachelor of Business with a focus on Marketing and Psychology from 2009 to 2013. This educational background provided her with a solid understanding of consumer behavior and marketing principles, which she has applied throughout her career in support operations and management.