Customer Experience & Community Management
Hi, I'm Will. I make people glad they asked.
Ten-plus years helping customers on the phone, in chat, on social and in Discord, from London shop floors to remote support teams in the US.
About
Support that feels personal
I've spent my career on the front line of customer experience. Most recently I was a Customer Experience Representative at CRBN Pickleball, where I handled customer support in Kustomer and Corso and helped run the brand's Discord community through some big product launches.
Before that I supported subscribers at FilterEasy, helped Upp customers over chat, phone and email, and wrote troubleshooting articles so people could help themselves. Earlier still I managed retail teams at Holland & Barrett, Oxfam and Poundland, which taught me how a good team keeps service consistent on a busy day.
I moved from the UK to Alabama in 2024. I like learning new systems, tightening up processes, and solving the small problem that's been weighing on someone's mind.
Experience
Career log
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Mar 2026 – Nov 2026Remote
Customer Experience Representative
CRBN Pickleball · Full-time
- Resolved customer inquiries in Kustomer and Corso, helping players find the right gear.
- Managed and moderated the community Discord server, growing usage and engagement.
- Supported launches including the Barrage paddle and Backpack 2.0, working with teams across the company.
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Aug 2024 – Feb 2026Remote
Customer Service Specialist
FilterEasy · Full-time
- Kept customer satisfaction above 90% by resolving filter and subscription questions quickly.
- Worked in Salesforce and Kustomer, including learning a new CRM mid-role.
- Built brand loyalty through personal, friendly replies on social media.
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Jan 2024 – Aug 2024
Relocation from the UK to AlabamaCareer break
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Feb 2022 – Dec 2023Diss, England
Customer Service Assistant
Upp · Full-time
- Helped customers over live chat, phone and email, tracking every interaction in Salesforce.
- Wrote troubleshooting articles that improved self-service options.
- Contributed to a measurable rise in positive feedback ratings.
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Aug 2021 – Jan 2022Diss, England
Customer Service Advisor
Norfolk Feather Company · Full-time
- Handled incoming calls and emails and managed orders and accounts in Excel and Access.
- Helped cut response times by 20% with clearer communication routines.
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Apr 2019 – Oct 2019Diss, England
Store Manager
Oxfam
- Led a team of 30+ volunteers and one paid staff member in a busy charity shop.
- Grew Gift Aid sign-ups and average spend, and used I&E and MSS reports to plan ahead.
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Sep 2017 – Apr 2019Diss, England
Assistant Manager
Holland & Barrett · Full-time
- Ran the store in the manager's absence, covering cash, stock control and staffing.
- Drove loyalty sign-ups and average spend against store KPIs.
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Jun 2015 – Sep 2017Diss, England
Night Manager
Poundland & Dealz · Full-time
- Supervised evening operations, deliveries and paperwork, and led sales assistants on merchandising.
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Jun 2014 – Sep 2014London
Summer Ticket Sales & Information Assistant
Royal Collection Trust · Seasonal
- Worked front of house and on the phones, contributing to a 20% rise in summer ticket sales.
Skills
What I bring
Customer experience
- Customer service
- Customer support
- Contact centres
- Live chat, phone & email
- Self-service articles
Community & social
- Community management
- Discord moderation
- Social media communications
- Product launch support
Tools & leadership
- Salesforce
- Kustomer
- Corso
- CRM systems
- Microsoft Office
- Team management
- Stock control
Let's talk about your team.
I'm available now for customer service, customer experience and community roles in Huntsville or remote. Email me or message me on LinkedIn.