Lyle Murray

Background

About Lyle Murray

Strategic and hands-on Customer Support Leader with a proven track record in fintech, SaaS, and start-ups, scaling operations through periods of rapid growth and transformation. I specialize in building and leading high-performing teams, implementing AI-driven support solutions, and delivering measurable improvements in CSAT, NPS, and Trustpilot rankings.Over the past decade, I’ve:• Reduced response and resolution times through workflow optimization, automation, and structured shift design.• Achieved a 93% self-service deflection rate by implementing digital-first solutions without compromising customer experience.• Designed and embedded career progression pathways to improve retention, motivation, and leadership readiness.• Ensured compliance with PCI, GDPR, and FCA standards while maintaining a premium customer experience.I thrive in hypergrowth environments, partnering with product and engineering teams to drive continuous improvement and shaping customer experience strategies that scale globally. My leadership approach blends data-driven decision making, operational excellence, and talent development, enabling organizations to deliver world-class customer support while managing cost and risk.