Lauren Smith

Lauren Smith currently serves as the Senior Director of Customer Support at Upwork, overseeing frontline operations, escalations, shared services, integrations, and special project teams since September 2023. Prior to this role, Lauren held the position of Senior Director of Customer Experience Operations at Block from August 2020 to September 2023, focusing on service design and business process improvement for Cash App. Lauren's earlier experience includes significant roles at Airbnb, where responsibilities encompassed global operations management and strategy design for customer success payments from April 2015 to August 2020, and various leadership positions at Wells Fargo from 2004 to 2015, culminating as Financial Crimes Manager and Assistant Vice President.