Head of Operations

The Role

When I joined BuckUp, it was in a place where it was getting ready to make its operations more efficient so it could scale - and this was (and is) fascinating. We went from a high-touch, manual process to being able to vet clients in minutes to let them access Instant Cash for their devices.

This is not a simple feat. It requires some heavily thought through processes in the back-end, assisted with powerful tools. It also requires legal compliance and IP rights initiatives to minimize risks to the business as well.

I also oversee the Customer Service Operations team, based in Pakistan, where we are consistently learning and updating our processes to mirror best practices.

However, one of the most exciting aspects of my role is the data analysis. Using our extensive data and tools, we are able to run powerful analysis to continue to improve our customer underwriting and successful transactions.

Additional Thoughts / Learnings

Working at BuckUp is so much fun for three reasons:
1. We have a high-integrity leadership team who is committed to building something sustainable, in the right way.
2. We have a Customer Success team that is eager to learn, improve and provide helpful feedback when we build out our systems.
3. I get to flex my data analytics muscles because we actually have the appropriate infrastructure to get good data and apply machine learning insights.

Teal Case Study - Self Managing Customer Success Team
Because the Customer Service team at BuckUp worked long hours and I volunteered my time, I needed to design a system that supported autonomy and sustainability. I built a living CODA documentation hub and a ticketing system so the team could resolve issues independently and adapt as processes evolved. In multiple meetings with the team, I reinforced that they were trusted to use their judgment, that mistakes were part of learning, and that they could confidently manage customer expectations. I asked the Founder to reinforce this message so the team would feel safe using their best judgment and taking thoughtful risks. We created a culture of transparency and appreciation by regularly inviting their ideas, acknowledging their contributions, and explaining every implementation decision. The team became highly engaged and almost entirely self-managing, taking initiative, supporting one another, and demonstrating deep ownership of their work even during challenging periods.