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Meet the Kallidus Customer Support Team

Kirsty Gaunt
Updated

We’re here to provide exceptional assistance rooted in our core values of integrity, collaboration, and curiosity. Our team is dedicated to delivering honest and transparent solutions, working closely with you to resolve any challenges.

We’re always learning and looking for better ways to support you, so you can expect thoughtful, practical help that’s tailored to what you need.

So, here’s a little bit about us — we’d love for you to get to know the people behind the support, and build a stronger relationship along the way. Thanks for trusting us to be part of your journey!

 

Serena Scopel (She/Her) - UK Customer Support Manager  

Hi - I'm Serena, I joined the Kallidus team in 2025 as Customer Support Manager. I come from a SaaS background where I spent many years managing customer service teams. I’m passionate about building strong relationships with our customers and making sure they feel fully supported every step of the way.

I’ve worked closely with LMS platforms as a manager, and I’m really enjoying bringing that experience into the L&D space while continuing to learn from our customers and team. 

Outside of work, you’ll usually find me hiking (often eating a sandwich at the top of a mountain), reading, or on a yoga mat. 

What is it like to work with Serena?

“Serena brings an open and honest approach to everything she does and is always looking for ways to learn and improve. She’s great at speaking up when it matters, but always in a constructive, thoughtful way that helps move things forward.

She genuinely cares about doing the right thing for both customers and the team, and that shows in the way she approaches conversations and decisions. You can expect clear communication, a collaborative approach, and someone who’s always focused on finding the best outcome for everyone.”

 

Jess McFerran (She/Her) - Senior Customer Support Lead

Specialises in: Team Leadership, Development and Coaching, Learn & Perform 

Hello! I’m Jess, based in the UK, and proud to be part of the Kallidus family since 2021. My journey here started in Customer Support, progressed to Team Lead, and now I’m rocking the role of Senior Team Lead. With a career in customer-facing roles since 2005, I thrive on building meaningful relationships every day.

When I’m not at work, you’ll find me lost in a good book, glued to a film, or binge-watching the latest TV shows. My two sons keep me on my toes with their ever-evolving tastes in music and sports. Oh, and just so you know, I’m a firm believer that pineapple absolutely belongs on pizza, and Halloween is hands down the best time of the year!

What is it like to work with Jess?

"Jess is quite simply, unstoppable. She's a force of nature who knows how to get things done and is passionate about integrity and doing the right thing for her customers and her colleagues. I absolutely could not do my job without her and any customer who has her as their primary point of contact is in safe hands. She is super-organised and I bet if she was working in the 80s, would have been the first person to own a filo-fax"

What customers say about working with Jess: 
Jessica is always very polite over email communications and doesn't make me feel like I have done anything wrong.  

 

Sheena Bolton - Technical Support Analyst

Specialises in: Team Leadership & Coaching, PowerBI Reporting

I started with Kallidus in 2011 and during that time I have covered several roles starting as a trainer, and then later moving into more technically focused roles such as my current place within the Customer Support team. I've been involved with Learning and Development for 17 years in total, and work to apply this experience when helping customers address challenges and achieve goals.

In my personal time, in the early part of the evening, during migration season (Feb-April), you can find me with my torch, bucket and high vis, walking the roads of the Forest Of Dean rescuing toads.  Very proud to be a Toad Patroller!

I have a passion for reading and book shops are my favourite retail establishments. Hay on Wye, my dream town.

What is it like to work with Sheena?

"Sheena is an exemplary member of our team, known for her thoughtfulness, clever insights, and inspirational presence. She is deeply committed to the happiness and success of her customers, consistently going above and beyond to assist the team whenever needed. Her extensive knowledge of the systems she oversees, her expertise in the features she specialises in, and her unwavering dedication to customer support, make her an invaluable asset to Kallidus. I feel fortunate to work alongside Sheena every day and have complete confidence that our customers are in the best of hands with her guidance."

What customers say about working with Sheena:

All the team i have spoken to are fab.  Sheena recently has been brilliant as she very good investigate and reply with a full explanation and pictures where required.  Very patient when i ask the silly questions too :)

 

Tim Pattison (He/Him) - Technical Support Analyst

Specialises in: Recruit, Learn & Perform 

I joined Kallidus 7 years ago with experience with another popular LMS system and have spent more years than I care to admit working in software support, either working for software companies or working freelance as a consultant. Software/Customer Support, therefore, seems to be what was destined to be my role in life and not being the Rock Star I always envisaged being! Outside of work I still perform regularly with my band and also have two lively Whippets that keep me occupied and excercised.

What is it like to work with Tim?

"Tim has a keen eye for detail and the tenacity to see a job through to the finish, leaving no stone unturned. He is very popular with his colleagues and never shy to lend a hand, using his vast experience and knowledge to help move a support ticket to a quicker resolution.

What customers say about working with Tim: 
Tim and his team worked very efficiently; despite the large number of changes, they responded quickly and handled everything professionally
 

Jessica Bryant-Clack (She/Her) - Technical Support Analyst

Specialises in: Learn & Perform

Hello! I am Jess BC, and I have been working at Kallidus since 2022. I have always been in some sort of customer-based role in my working career, Including a sterilization lab during the pandemic. I have enjoyed my time at Kallidus and love being able to give those unique and memorable experiences to our customers whenever they need assistance. Outside of work, I am a massive Video game player and also enjoy some stage time in both an amateur dramatics group and doing some Operatic Singing. I am also a member of the Kallidus bookclub who helped me rediscover my love of books when I joined

What is it like to work with Jess?
"Jess is an absolute gem on our team and has recently gained promotion to Technical Support Analyst. In just a couple of short years, she has shown that hard work and dedication to her customers (and her team) pay off. Nothing is too much trouble, and she always receives fantastic feedback from our customers. She's keen to help others and calm in a crisis."

What customers say about working with Jess:
My queries and questions are answered promptly ensuring that I am satisfied and Jessica, who I deal with, is always supportive offering options and making things simple.  
 

Jordan Brannen (He/Him) - Technical Support Analyst

Specialises in: Sapling 

Jordan Brannen, Customer Support Analyst.jpg

Hi there! I'm Jordan. I joined the Kallidus team in 2023 after spending six years in customer service, and I'm excited to continue helping people in a new, more technical role. I love tackling challenges and finding solutions that make a difference for our customers.

When I'm not at work, you can usually find me boxing or kickboxing, lovingly pestered by my two energetic border collies, getting lost in a good sci-fi or fantasy book, or diving into a video game.

What is it like to work with Jordan?

"Jordan is truly passionate about helping customers and doing the best job he can.  You're always in safe hands with him, and he is the absolute definition of a team player. He has a thirst for knowledge and is very determined and driven not only to fix things but also to know why they were broken in the first place!"

What customers say about working with Jordan:

Jordan understood my issue and was knowledgeable and efficient at responding and providing the information I needed to resolve.  Kallidus support is always very good, and Jordan especially is brilliant and very patient with my sometimes odd questions. Thank you

 

Matthew Chambers (He/Him) - Customer Support Analyst

Specialises in: Off the Shelf Content 

Hi, I'm Matt, and I joined the Kallidus support team in 2022 after working a variety of other jobs - from working in labs to bookselling to being a butcher. Based in the UK, outside of work I'm a keen reader of fantasy and sci-fi, and am a big fan of tabletop gaming. When not gaming or reading, I'm usually to be found walking the family dog, Freddie.

What is it like to work with Matt?

"Matt is a great ally who is always willing to help out on tickets and is a great sounding board to reword tickets to come across with the right tone to ensure that everything is clear and concise. A large contributor to team collaboration"

 What customers say about working with Matt:

Matt went above and beyond to solve an issue we would not unpick.  Then he took the time to explain exactly what the issue was and how we could ensure it did not happen again! Excellent

Jess Howarth - Technical Support Analyst

Specialises in: Power BI Reporting 

I've been with Kallidus since November 2023, having previously worked in the energy industry. I've always loved learning in all its forms, and I love supporting our customers and your users to hopefully love it too! When I'm not at work, I spend my days playing mediator to my two cats and working on my various craft projects (knitting, crocheting, model making, cross stitch and occasionally sewing), and I also like to boulder and play Dungeons and Dragons with my friends. I love linguistics so I'm always trying (with variable success) to learn a new language- unfortunately, my strongest one is Latin, only a couple of thousand years late!

What is it like to work with Jess?

"Jess has a reputation among our customers for truly great support and gets consistently good feedback. She's very much a 'numbers' person and is laser-focussed on ensuring her customers are responded to in line with our SLAs and is already giving trusted advice both to customers and our team."

What customers say about working with Jess

"As always, Jess H. provided fantastic customer service. She communicated well, provided informative updates, and replied quickly —not to mention fixed the problem! Jess has been really good since we went live. You can't fault her; nothing is too much trouble for her."
 

Kiera Walker-Stirton (She/Her) - Customer Support Analyst

Specialises in: Learn Lite 

Hi everyone, Kiera here! I’m based in the UK and I’ve been with Kallidus since 2023.

Before joining the Support team, I worked in a cinema and as a freelance artist—both of which are nowhere near as glamorous as they may sound! I’ve taken my favorite parts of both of those jobs and carried them with me to this role, applying my skills in a more in-depth, personalised way to help build positive relationships with customers every day.

Outside of work, you'll mostly find me curled up in my bed, accompanied by my cat Jeff, obsessively watching musicals or playing some kind of cozy farming game. If I'm not there, I'll likely be with fellow Support team members Jess BC and Matt, struggling to learn the rules of a tabletop game!

What is it like to work with Kiera?

"I'm so pleased Kiera joined our team back in 2023—and what a find she was! I have never known anyone pick up the reins of supporting customers so quickly, and she has a gift for finding the most appropriate solution for her customers quickly. Being empathetic comes naturally to her, and she is a genuinely likable person. It's easy to see why she gets so many positive comments from our customers."

What customers say about working with Kiera:

Kiera is always amazing! We are so grateful - especially for the recent help provided when our HR data feed didn't quite work as it should - we really feel Kiera is there for us!

 

Kirsty Gaunt (She/Her) - Technical Support Analyst

me.jpg

Hello! :)

I'm Kirsty, born and bred Bristolian and have been at Kallidus since January 2025.

I have been working in the customer service field for many, many years! I absolutely love helping people, building relationships and seeing positive outcomes to all kind of queries. I thrive in a busy environment and am always keen to learn new subjects and skills - this job is proving a perfect fit!

Outside of work you'll find me out on a (very slow) run, at a gig/show or chilling at home with my fluffy cat, Indy. I am also a self proclaimed roast dinner connoisseur, if you have any recommendations in the South West, do let me know!

What is it like to work with Kirsty? 

"Kirsty is so much fun to work with - she always finds the bright side of the situation and brings everyone together. She's a problem solver and not afraid to challenge the status quo to get to a better result."

What customers say about working with Kirsty:

"Kirsty is always very helpful and responds promptly to any queries I have. Consistent good customer service which we really appreciate here in the L&D team!"

 

Bolaji Elusogbon - Senior Technical Support Analyst (based in North America)

Specialises in: Sapling 

Based in Ontario, I Joined Kallidus in January 2022, after working as a Technical Support Associate at Rogers Communications. I have many years of experience in customer-facing roles and engagement in different industries. I love to work with my team to build adaptive strategies that help deliver a top-notch customer experience. I feel a great level of fulfillment when I help our customers solve their problems. 

I am married with two kids and love to spend a lot of time with them outside of work. I also love to watch movies and research subjects of interest.

What is it like to work with Bolaji?

"Bolaji always takes an action-oriented approach to her learning. Not only does she ask the right questions, she actively tries to find answers through her own googling, testing, and troubleshooting."

What customers say about working with Bolaji:

"Always a consistently awesome support experience! Bolaji listens, diagnoses and communicates on time and effectively. Truly appreciate working with them! Bolaji has been a great resource to us! Prompt and very pleasant to work with. Keep it up Bolaji!"

 

Manasa Gunreddy - Customer Support Specialist (based in North America)

Specialises in: Sapling 

Hello! I’m Manasa, an Indian based in Canada and a proud Kallidusian since 2021. I have been in customer-facing roles since the start of my career in 2016, and I thrive on ensuring a positive customer experience in every interaction. I really enjoy being the first point of contact for customers and helping resolve their concerns while upskilling and gaining knowledge on the technical side of things.

Throughout my career, I've had the pleasure of working with diverse companies, from startups to established brands. I got lucky with the colleagues that I had the opportunity to work with. You are all amazing.

Outside of work, you will find me trying different recipes for my daughter (an attempt to feed her something healthy), going on short walks, pencil sketching, and scrolling through my phone gallery.

What is it like to work with Manasa?

"Manasa has been incredibly helpful to our clients and is eager to jump in and help whenever and wherever she can. She has been a big asset to me in CS by helping our clients get the information they need and following up with tickets in a timely manner. Keep up the good work!"

What customers say about working with Mansa:

"Manasa is always quick and happy to help. She was very personable, patient, and helpful in resolving a user's login issue. Manasa has provided high-level support many times. Kudos to her for going above and beyond."

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