How can I help you?
£415 / USD $520 per month, pre-paid quarterly. I currently have four zero slots available; apply today to join the waiting list (reopening August 2024). Self-funding? I can help during the application process.
Having a focused and experienced coach on your side can have a positive impact on how you handle the challenges that come your way each day. If you’re struggling to find the support you need within your team, then an external coach (like me!) may be able to guide you along your path. This is likely going to be particularly valuable for people who don't have ready access to mentors with CX expertise within their team (hello, early-stage startup hires!).
Gabi mentioned that while working with me “he was always someone I could turn to for help on any problem: navigating challenging interpersonal dynamics, figuring out how to balance competing priorities, and persevering on difficult projects”.
And Sofie said “During the peak of the Covid pandemic, Conor took on the role of my formal mentor, offering guidance and support when it was needed most. His experience, calm demeanor, and great sense of humour were invaluable during those uncertain times”
Finally, Sasha said: “What sets Conor apart is his emotional intelligence, empathy, and ability to build trust with both clients and colleagues. As a mentor, Conor helped me define my career goals and develop a plan to achieve those goals.”
Coaching with Conor is right for you if:
you are responsible for customer support or success in your company
you are tasked with ensuring existing customers are happy and productive, and keeping churn low
you want periodic check-ins and discussions of how to provide better customer support, and grow in your role
What you'll get:
two introductory calls, to get to know you and your goals, and set plans
twice-monthly one-hour 1:1s with me
a running written summary and notes on your growth, goals and your next steps towards them
access via email for questions and discussion that can't wait for 1:1s
accountability, candid feedback and informed perspectives on the challenges and opportunities you bring for discussion
This is not for you if:
you already have frequent 1:1s with customer support experts, who keep you accountable to your plans and goals
you're perfectly happy where you are (congrats!)
If that’s the case, then my newsletter may be a better fit!
While I am based in the UK, I keep peculiar working hours and have a lot of flexibility in how I structure my day. If you’re interested, click the Apply Now button and tell me as much as you want about how you think I can help.
Coaching with Conor
I asked Maddy Lewis (Senior Customer Operations Manager) if she could share some thoughts on working with me:
Conor’s wealth of experience and empathetic approach to mentoring have elevated my professional prowess and eased the challenges of navigating parenthood while maintaining a thriving career. His mentorship extends beyond the confines of the office, as he generously shares insights on achieving a harmonious work-life balance, crucial for any working parent. His sage advice and genuine encouragement have empowered me to embrace parenthood without sacrificing my professional ambitions.
Conor's impact resonates deeply, igniting a transformative journey of growth and fulfilment in my career and personal life.
Sasha Kluger (Senior Customer Success Manager at Expensify) said:
Conor has been a mentor and friend for a number of years now. What sets Conor apart is his emotional intelligence, empathy, and ability to build trust with both clients and colleagues. As a mentor, Conor helped me define my career goals and develop a plan to achieve those goals.
More generally, Conor is skilled and experienced in all aspects of customer success, from directly managing customers to building out our CS team. I would strongly recommend Conor as a resource to anyone looking for help building out their customer success program or advancing their career.
And here’s what Sofie de Vreese (Sales and Partnerships at Expensify) said:
During the peak of the Covid pandemic, Conor took on the role of my formal mentor, offering guidance and support when it was needed most. His experience, calm demeanor, and great sense of humour were invaluable during those uncertain times.
One of Conor's most notable traits is his unwavering dedication to customer satisfaction and retention. His commitment to delivering excellence in every interaction is commendable and sets a gold standard for customer service. Conor's genuine care and attention to our customers' needs have undoubtedly contributed to our team's success.
But what really sets Conor apart is just what a genuinely great person he is. Kind, empathetic, and always willing to lend a hand, he's made a positive impact not only on our team but on me personally. He's truly set an example.
Let’s hear from Gabi Horowitz (former Head of Marketing at Expensify):
Conor and I worked together for 8 years at Expensify, and over that time, he was always someone I could turn to for help on any problem: navigating challenging interpersonal dynamics, figuring out how to balance competing priorities, and persevering on difficult projects. He was a thoughtful and empathetic mentor to me and many others, and would always go the extra mile to help out a mentee or a teammate.
One of my favorite things about Conor is his level-headedness: he doesn’t get flustered or overwhelmed or stuck, he stays calm in the face of chaos, and he takes a measured approach to problem-solving. He was a rockstar at customer retention projects, led our CX team through some difficult reorgs, and was always a reliable leader, teammate, mentor, and friend.
Ok, just one more: Jason Li (Head of Onboarding, APAC, at Expensify):
During our time together at Expensify, I was lucky to have had Conor as a mentor. During a transitional period in my life, Conor was instrumental in supporting me as I built my confidence as a new parent and started a new generalist role. Through a deep understanding and respect towards my my personal situation, Conor was able to guide me in creating a set of achievable goals to aid in my transition back into a suitable work-life balance.
I was able to draw from Conor’s years of experience as an Account Manager to better understand how to support companies with varying needs, as well as how to set realistic expectations for customers with incompatible time zones. Conor’s advice also gave me the confidence to take a more considered approach in understanding the nuances of customer questions, which has helped further develop my critical thinking skills so I can make suitable recommendations and best support my customers.
I’d highly recommend Conor as both an incredible source of knowledge around customer support and as a supportive mentor who specialises in understanding the importance of work-life balance.