At A Glance

A natural empath, Noelle Walsh has built her career around roles that center on helping people. In 2025, she joined Dr. Killigan’s, a natural pest-control product company, as CX Supervisor. Guided by a human-first approach, Noelle and her team have driven nearly 300% growth in CX-related sales while reducing order returns to under $100 – remarkable results achieved in less than six months. Discover how Noelle prioritizes human connection and active listening to help customers tackle persistent moth problems and protect their favorite sweaters.

Who is Noelle?‍

Meet Noelle Walsh, CX Supervisor at Dr. Killigan’s!

About Dr. Killigan’s‍

Dr. Killigan's is dedicated to perfecting the art of Killing Them Softly.® The E-Commerce brand produces premium pest control remedies that powerfully eliminate bugs without harsh chemicals or unattractive designs. Dr. Killigan’s creates solutions that are eco-friendly, all-natural, 100% safe (when used as directed), and even organic when possible, and we are driven to continue raising the bar in pest elimination.

Noelle’s CX Journey‍

Noelle traces her CX journey back to age 19, when she began working at a theater box office. She quickly excelled – selling tickets, securing donations, and supporting donors – and was soon promoted to Assistant Manager. She later earned a degree in international relations, with a focus on sustainability and conflict management.

“I realized I was really good at helping people – guiding them through and de-escalating difficult situations,” she says. During COVID, she transitioned to remote roles across several companies. After a brief hiatus to run her own business, Noelle joined Dr. Killigan’s as a CX Supervisor in 2025. “In the 120 days since I’ve been here, we’ve increased our CX sales by almost 200% from 2025,” she shares. “It’s been really incredible to see such an impactful change in such a short time.”

The CX Team at Dr. Killigan’s‍

Based in Sacramento, CA, Noelle leads a fully remote team of three. “We have representatives in Los Angeles and Redding, along with a third team member currently based in Colorado who moves around frequently,” she explains.

The Challenges of Managing a Remote Team‍

Before Noelle joined, the company’s customer service center lacked structure. As she worked to bring organization and streamline operations, she found her biggest challenge was ensuring “everyone is up to speed.” She credits her CX manager-mentors with instilling a commitment to fully embrace the demands of the role. “It’s about helping people understand that we’re here to serve,” she adds. “I want to get them in that mindset.”

What Noelle looks for in a CX Representative ‍

“It’s really important to find someone who genuinely cares about people and is willing to build those connections,” Noelle says. Under her leadership, Dr. Killigan’s CX team has had less than $100 in return orders, when buying with a CX agent vs regular returns. In many cases, customers who reach out for support go on to recommend the brand to friends. “They’re eager to solve people’s problems,” she emphasizes. “Without that mindset, you don’t have a leg to stand on as a CX representative.”

CX Team Success Factors

The CX Philosophy at Dr. Killigan’s‍

Dr. Killigan’s emphasizes a customer-first approach to CX. “We’re focused on connecting with people, letting them know that we want to help solve their problem,” Noelle says. Recognizing that home pest-control issues can be distressing – especially when moths damage expensive or sentimental clothing – her team has evolved into a concierge-style support system, even offering DIY solutions. “Being very earnest and customer-forward helps people feel that we genuinely care about their living situation and outcome,” she adds.

Leveraging Traditional Support Channels to Meet Customers Where They’re At‍

Customers primarily reach out through email, phone, and a text-bot that feeds into the online interface system. “The text bot may feel like AI, but there’s a real person on the other end,” Noelle explains. The goal is to meet customers where they are, many of whom are older and prefer more traditional channels. “I’d say it’s about 60% email and 30% phone,” she adds. “The small percentage who start in the bot typically transition to one of the other channels.”

Key Metrics Noelle is Tracking‍

Using Gorgias, Noelle tracks key customer service metrics including time per ticket, ticket volume (opened versus closed), messages per ticket, and phone handling time. She identifies CSAT as the primary measure of team performance. “We judge everything by customer satisfaction. For the month of March, we only had one 4-star review—the rest were 5-stars,” she notes.

Managing an Unexpected Peak Season‍

Typically, summer is Dr. Killigan’s busiest season, but that pattern shifted at the end of 2025. “They expected the winter months, especially December, to be really slow. It ended up being our best month ever—we’ve consistently grown at 20–30% since I was hired,” Noelle shares.

The launch of new products such as Doom and Bloom – a plant-safe, food-safe garden pest control designed for edible plants and cannabis – has also led to an increase in support tickets. While this will be Noelle’s first spring and summer with the company, she anticipates continued growth in demand. “As people start gardening and doing yard work, we’re going to see a further influx of sales,” she says.

Dr. Killigan’s cross-departmental structure helps ensure the company is prepared for peak seasons. For instance, the marketing team incorporates Noelle’s feedback on ads for clarity and effectiveness. From a CX perspective, she believes a proactive management approach is essential. “I will probably have to scale and hire someone if we continue to grow at this rate,” she says, adding that “listening to the customer is really important.”

Topics of Interest

Noelle’s Thoughts on AI in CX‍

While Dr. Killigan’s has embraced AI in its E-Commerce operations, the company has yet to incorporate it into CX. Encouraged by her team’s performance, Noelle remains committed to a human-centric approach. “I push my representatives to be people first and present the humanity in our team – I think that is unique right now,” she explains.

Noelle’s Predictions for the Future of Customer Service‍

Noelle doesn’t personally believe AI will play an integral role in the future of customer service over the next five years. While many E-Commerce companies are adopting automation and chatbots, she notes that many have been disappointed by AI’s tone, sentiment, and language. “When you’re dealing with a computer, it’s more of a transactional experience rather than the relationship-building that CX is about – person to person,” she says. “I think the most successful brands are still going to lean heavily on people and maintaining that personal contact. They know it will always come back to people.”

Noelle’s Top Challenge as a CX Leader‍

Noelle reveals that her greatest emotional challenge as a CX leader is striking the right balance between advocating for her agents and supporting customers. “I had grandmother-age mentors, so I have a very protective feeling for my team,” she explains. At the same time, she reminds everyone that a frustrated customer may simply be having a bad day and is looking for a resolution.

“Professionally, I strive to make sure everything scales appropriately,” she says, emphasizing the need to balance business priorities with empathy in CX. “We’re a business – we have bills and people to pay, while also ensuring it’s a great experience for the customer. They’re getting products that they actually need, will use, and that will solve their issues.”