Michelle Hofman

I’m a Senior Manager for Workforce Strategy & Operational Excellence in Customer Support at Mews, focused on building scalable, sustainable ways of working for global teams. Previously, I led Customer Support for our EU & APAC regions, which gave me a deep, hands-on view of what both customers and front-line teams need to be successful.

I sit at the intersection of CX, operations and tooling – thinking about everything from forecasting and scheduling, to QA, training, knowledge management and automation – with a simple aim: make it easier for teams to do great work and for customers to get consistently excellent support.

I’m a pragmatic, empathetic leader who likes to cut through noise, map the whole system, and then co-design solutions that actually stick in the real world. I care a lot about collaboration, clear frameworks, and growing people as we grow the operation, and I try to bring structure, transparency and a calm, human approach to complex problems.