Laura Sinclair Faunt
Helping SaaS Companies Reduce Churn & Scale Support | CX Leadership & Revenue Protection
Victoria, British Columbia, Canada
Joined June 2025
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Summary
Laura Sinclair Faunt is a strategic leader in Customer Experience (CX) and a fractional COO for B2B tech companies. She specializes in building and scaling high-performing technical support teams, leveraging CX as a strategic asset to drive revenue growth, reduce churn, and integrate support into M&A activities. veloracx+1
She possesses deep expertise in transforming customer support operations, exemplified by her role at Checkfront where she achieved significant improvements including 98% CSAT scores, 90% SLA achievement, and 50% faster response times following a strategic merger. leadsforge+1
As a thought leader, Laura contributes to discussions on the strategic importance of CX, including the impact of AI on the field and the value of turning customer support into a growth engine by addressing root issues and influencing product roadmaps. linkedin+3
Laura is actively involved in the Canadian tech community, serving as Chief Operations Officer at Language Foundry, a mission-driven e-learning platform, and is a recognized finalist for the 2025 VIATeC Awards 'Emerging Leader of the Year' for her work with Velora CX. She also supports inclusion and equity within the tech sector. languagefoundry+2
Work
Education
Writing
The AI Revolution in CX: Why It's More Than Just a Tech Trend
March 1, 2025Discusses the impact of AI on Customer Experience, arguing it's more than just a technological trend.
Building Support Career Paths That Actually Work
December 1, 2024Explores strategies for creating effective career development paths within customer support teams.
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