Sophie G.

B2B health tech using AI and computer vision to predict, prevent, and reduce musculoskeletal (MSK) pain in the workplace - while automating employer compliance.

• Built and scaled the operations function to support growth from £300k to £1.5m+ ARR, creating the commercial, financial and people infrastructure that gave the business the foundations to scale effectively.
• Designed and embedded the company operating model, introducing sprint planning, retrospectives, performance reviews and quarterly business reviews - giving teams the structure, visibility and rhythm to stay aligned and deliver consistently.
• Led commercial operations and special projects end-to-end, from scoping through to execution and impact measurement - delivering client dinners, trade shows and content initiatives that generated £1m+ in pipeline.
• Owned people and culture strategy, building a high-performing team environment through in-house hiring (saving £50k in recruitment fees), structured onboarding, performance frameworks, refreshed company values and regular initiatives that kept people enga
• Owned end-to-end finance operations, managing payroll, accounts payable and receivable, invoicing, management accounts and cash flow, working closely with external accountants and advisors to support month-end, budgeting and investor reporting.
• Strengthened governance and accelerated enterprise deal flow, owning compliance and certifications (ISO 27001, Cyber Essentials) with 0 major non-conformities across 3 years, and partnering with Sales to set SLAs and manage security reviews that built tru

B2B fintech on a mission to make fintech simple for marketplaces - offering a unified API across escrow, payments, banking, and credit infrastructure, in 180 countries and 55 currencies.

• Built and scaled the Customer Operations function from scratch, managing all client requests and relationships while designing the systems, processes and tooling to support sustainable growth.
• Owned end-to-end enterprise onboarding, delivering a consistently high-quality customer experience - maintaining a 4.5/5 Trustpilot rating while handling the full volume of inquiries solo as the business scaled.
• Created the communications framework that allowed the team to scale, developing tone of voice guidelines and templates that maintained a personal, high-quality customer experience without adding headcount
• Partnered closely with Product to capture and translate customer feedback into actionable insights, directly informing product improvements and roadmap decisions

B2C fintech on a mission to give everyone a single global home for their money - opening bank accounts, making transfers, and managing finances across borders, all from one app with zero fees.

• Improved response times by 50% by introducing templates and automations in Monday.com, making customer engagement faster and more consistent across live chat, email and phone.
• Redesigned customer workflows to simplify journeys and improve overall experience, strengthening the operational foundation for the team.

A B2C energy tech startup on a mission to automatically save households money on their energy bills - with zero effort required from the customer.

• Established the company's tone of voice and customer communications approach as one of the first employees, creating a company-wide messaging framework that drove a significant increase in Trustpilot reviews and maintained a 4.9 rating.
• Drove product improvement by collecting customer feedback, working closely with the Tech team to resolve bugs and scope new features that enhanced the overall experience.