Jimmy Hyde

Quickli is Australia's leading technology platform for mortgage brokers, consolidating 50+ lender calculations into one interface. Serving 13,000 brokers (over half the market), Quickli offers serviceability tools, policy research, SMSF calculations, broker Community, and website widgets, all backed by human support with an average 90 second response time. Winner of multiple industry awards.

Briefly describe the nominated individual: history and past performance (up to 1,250 characters):

Jimmy joined Quickli over three years ago as its first dedicated Customer Success professional when response times averaged 19 minutes and support consisted of one person (the co-founder) juggling customer queries alongside product development.

Coming from private health insurance call centers, the complex and high-stakes customer service environment taught Jimmy how to navigate complicated information, handle stressed customers, and deliver clear guidance where mistakes could have serious consequences.

At Quickli, Jimmy transformed and continues to spearhead a stellar Customer Success operation. He has reduced response time significantly while the user base grew exponentially, built and leads a team while remaining hands-on, and manages the brand's social media, growing its presence significantly.

Jimmy authored some of the platform's most read support articles, developed customer feedback processes that directly inform product development, and maintains a 95% customer satisfaction score (well above technology industry standards). His approach combines deep technical knowledge with genuine empathy, making complex mortgage technology accessible and human.

Outline the nominee's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Reduced first response time from 19 mins to under 3 mins and averaging 90 secs, maintaining this while scaling the customer base from hundreds to over 13,000 active users.

Achieved and sustained a 95% customer satisfaction score, significantly exceeding the technology industry average of 78-82%.

Developed a systematic approach to translating raw customer feedback into actionable product improvements. He bridges technical teams and customer needs by drilling down on feedback and presenting solutions rather than problems. This process has directly resulted in features shipped within days of customer requests.

Built and now leads a lean team of three, personally remaining hands-on with frontline support despite his Head of Customer Success title while also coaching team members, teaching effective customer engagement techniques and elevating overall service standards across the organisation. Authored many of Quickli's support articles addressing complex technical issues, including some of its most popular ones, demonstrating ability to translate technical complexity into accessible guidance.

Jimmy also manages Quickli's LinkedIn and has grown its presence from 300 to 7,200+ followers through authentic, personality-driven content and engagement that reinforces the brand's human-centered approach.

Jimmy's customer relationships directly contribute to Quickli's exceptional 98.3% customer retention rate, with personal recognition of customer milestones reinforcing long-term loyalty.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Jimmy's achievements are remarkable when benchmarked against technology industry standards and the scale constraints he operates within.

Managing 13,000+ active users with a three-person team while maintaining an average 90-second response times is virtually unheard of in technology customer service. While tech and SaaS ratios typically sit at around from 1:100 customers per support professional, Jimmy's team operates at approximately 1:4,300 without sacrificing quality.

The customer satisfaction score of 95% under Jimmy's leadership exceeds technology industry average by 13-17 percentage points.

As technology customer service increasingly relies on chatbots, automated responses, and AI-driven deflection, Jimmy demonstrates the enduring power of human connection. His approach is to remain personally hands-on despite leadership responsibilities.

Jimmy's ability to transform customer feedback into shipped features within days distinguishes him from typical support professionals who simply log issues. He functions as a critical bridge between customers and engineering, materially improving product quality through customer advocacy.

When Jimmy joined Quickli, response times averaged 19 minutes with basic ticket management. He has improved response times by 92% while scaling the customer base 26x (from approximately 500 to 13,000+ users), demonstrating that quality and scale can coexist with the right approach and leadership.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Supporting attachments include:

• a testimonial from Quickli's Chief of Staff, Kelly Eldridge, providing executive-level perspective on Jimmy's impact across customer experience, team performance, and organisational culture.
• collection of unsolicited customer feedback on Jimmy's customer support
• two of Quickli's most popular support articles authored by Jimmy, demonstrating his ability to translate complex technical challenges into clear, accessible guidance.
• a recently published opinion piece by Jimmy in Business Daily Media on the importance of authenticity in customer service.