Pat Barlow

Build and configure custom AI workflows and integrations, solving complex technical challenges to ensure customers get maximum value from the platform.

Act as the voice of the customer internally, partnering with the product team to represent customer needs, provide feedback, and shape both short-term and long-term product strategy.

Recommend innovative AI solutions beyond standard customer support, helping customers unlock new use cases and business outcomes with Lorikeet’s technology.

Led and facilitated weekly status meetings with project leads, utilizing Linear to ensure organization-wide project updates and improve cross-functional alignment.

Developed a design partner program, leveraging user feedback and in-product outreach to enable product teams to test new features with targeted customer segments, accelerating validation cycles.

Partnered with GTM teams to support trials and demo environments, building Retool applications and queries that enabled Sales and Customer Success teams to self-serve and track trial activity, enhancing data accessibility.

Coordinated the EPD fortnightly Town Hall, managing agendas and speakers to drive alignment and ownership ahead of seasonal launches, ensuring smooth product rollouts.

Built SQL dashboards to monitor key product metrics, including NPS and CSAT, enabling strategic insights.

Developed self-serve churn reporting and partnered with Growth to run churn prevention experiments, supporting customer retention.

Collaborated with IT to review and optimize internal tool usage, identifying cost efficiencies across the organization.

Led and managed the Support team across both offices, delivering world-class customer experiences and maintaining high service standards.

Implemented an AI-first support model, accelerating response times, customer satisfaction, and improving handoffs with comprehensive context.

Automated support workflows in Intercom to optimize ticket routing and escalation.

Developed custom tools and dashboards in Retool, enhancing GTM team efficiency and reporting.

Managed the migration from Front to Intercom, overseeing rollout, training, and adoption.

Standardized and documented scalable support processes in Notion.

Partnered with Product and Engineering teams to run betas, gather customer insights, and support feature launches.

Utilized Front to manage and resolve a broad range of customer issues efficiently, upholding high service standards and contributing to positive customer experiences.

Managed a high volume of IDR and EDR complaints for Australia and New Zealand, ensuring regulatory compliance and efficient resolution.

Oversaw payments operations across Asia Pacific and Europe, including manual refunds and receipts, while supporting seamless onboarding and integration of new merchants.

Provided ongoing support to existing merchants, efficiently handling disputes, escalations, and general enquiries to maintain strong partner relationships.

Served as the second point of contact for customers via phone, live chat, and email.

Acted as the primary escalation point for Klarna's first-line agents, providing expert guidance and resolving challenging customer issues including disputes, and sensitive financial hardship cases, successfully de-escalating situations and achieving positive outcomes.

Led resolution of complex customer escalations and served as the main product knowledge specialist, ensuring critical issues were addressed efficiently.

Improved operational efficiency and customer satisfaction by implementing new systems for warranty, returns, and RMA processes, as well as updating policies for Hypop and its subsidiaries.

Collaborated with cross-functional teams on product launches and managed creative direction for Hypop Studio, including website and booking system development.

Served as the first point of contact for customers via phone, live chat, email, and in-person, consistently delivering high-quality support.

Developed and implemented strategies to improve daily operations, contributing to enhanced efficiency and customer satisfaction.

Performed comprehensive content creation, warehousing, logistics, and inventory management, ensuring seamless product flow.

Provided effective training for new staff members, accelerating onboarding and maintaining consistent service standards.