Tom Walker

Technical Support Specialist

Tom is a Technical Support Specialist at Help Scout with 15+ years of customer experience across B2B SaaS companies. He specialises in solving complex technical problems, building automation solutions, and using data to improve support efficiency. While he's led technical support teams at companies like Zapier and Synthflow, his passion lies in hands-on work: troubleshooting technical issues, architecting AI-driven workflows, and having direct impact on customer experience.

Professional Experience

Tom has spent 15+ years in customer experience roles across B2B SaaS companies, ranging from hands-on technical support to leading teams across multiple time zones. His work focuses on solving complex technical problems, implementing automation solutions, and using data analysis to improve both customer experience and operational efficiency.

January 2026 - Present

Technical Support Specialist / Help Scout

September 2018 - February 2024

Multiple Support Roles / Zapier

Managed EMEA Technical Support Team with 3 Team Leads and 15 Individual Contributors, handling ~2,000 email tickets and 750-1,000 live chat customers weekly
Implemented regional office strategy that decreased response times by 50% in APAC and EMEA by pairing customers with Technical Specialists in their timezone
Launched Tier 1 Billing & Accounts Support Team in 2022, hiring 5 Billing Specialists and promoting 2 Team Leads to handle ~25% of email traffic
Increased representation of Black, Asian, and Hispanic/Latinx employees in Support by 150% within one year through redesigned inclusive hiring processes
Drove Support-wide CSAT enhancement project, implementing new survey tool that increased response volume from 3% to 7%
Analysed customer usage data to identify patterns and built recommendation system that resulted in 12% customer adoption with 3% leading to increased revenue

September 2016 - August 2018

Customer Support Specialist / Capsule CRM

Provided comprehensive customer support across the entire customer lifecycle, from pre-signup queries to bug resolutions and billing issues
Maintained effective cross-timezone communication with the team using Slack and GitHub, ensuring consistent support coverage
Created and maintained support portal articles, wrote blog posts, responded to detractor feedback, and trained new team members

Education

2009 - 2012

BA Graphic Design / University of the
West of England

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