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Experience

Abstract

July 2021Present

Support Engineer III (Remote)

  • Support customers using Branches, Abstract's version control solution for design teams, by helping them understand our product, listening and responding to their feature requests and feedback, and investigating and resolving their technical problems.
  • Triage product bugs and issues by investigating error, CLI, application, and crash logs; reproduce, document, and prioritize product bugs/issues in Jira for for current and future sprints, managing customer relationships through to resolution.
  • Primary support engineer responsible for managing and triaging the incoming ticket queue, identifying outages and incidents, escalating to appropriate engineering team, and managing user communications (such as through social media, Zendesk, and Statuspage) through to outage/incident resolution.
  • Work closely with Customer Support Manager to develop strategies for managing high support ticket volume while maintaining a small Support team, ensuring for a meaningful, proactive, and positive experience for all customers.
  • Work closely with Sales and Customer Success teams to ensure a seamless customer experience and to proactively address the needs and concerns of all of our customers.
  • Work directly with customers on occasional Support calls to hear their concerns, better understand their needs, and provide solutions and recommendations to improve their experience with Abstract. 
  • Implement and manage Guru as an internal knowledge base for Support team, trialing as a larger solution for the organization; train others on how to use Guru and devise processes for building and maintaining our Guru instance.
  • Serve as the voice of the customer on the Notebooks product team, advising this cross-functional team on the needs of our users and ensuring information flows freely between the product and support teams.
  • Train new Junior Support Engineer as they onboard, mentor them to grow their support and technical skills throughout their career at Abstract.

Khan Academy

May 2019Present

Community Support Lead (Remote)

  • Embedded as the voice of the customer on the Learning Platform and Test Prep teams; advised these cross-functional teams on the needs of our users, identified trends in user issues, and ensured that information flowed freely between the product teams and our frontline support team.
  • Triaged and prioritized issues in Jira and worked closely with Test Prep engineering and product teams to identify high-impact user issues to be worked on in upcoming sprints.
  • Co-led a team of 8-15 contracted frontline support agents, keeping them unblocked and facilitating communication between our team and product managers, engineers, and other teams to resolve or investigate escalated issues. Mentored team members, provided feedback and collaborated to help members grow toward goals.
  • Managed the Khan Academy Help Center and all processes for updating and maintaining it. Planned and led our yearly audit of the entire Help Center (650+ articles across 3 languages) for accuracy and quality.
  • Built and encouraged a healthy, safe, and productive community on Khan Academy and in the Support Community as Community Manager. Conceived and managed the community safety investigation program to proactively identify and respond to risks to protect the safety, privacy, and security of the learner community.
  • Recruited, coordinated, and trained 20-30 community volunteers in the Challenge Council, Guardian, and Support Advocate volunteer programs. In 2020, refreshed the Guardian volunteer program by producing a volunteer handbook, designing and delivering online training, and updating the program's internal knowledge base.

Clubhouse Software

January 2018May 2019

Customer Experience Representative (Remote)

  • Introduced new users to Clubhouse, explained product features and the user interface, assisted with account and administrative tasks, and troubleshooted and triaged issues and bugs.
  • Served as an advocate for customers, collaborating with other teams to optimize user experiences and test new features and releases.
  • Planned and managed a successful campaign to update and optimize 80% of our public knowledge base to make it easier for users to find and read information about Clubhouse.
  • Created graphics, GIFs, and videos to document features and wrote FAQ, how-to, and best practices for internal and external knowledge bases and marketing materials. Devised and maintained process for contributing new content to the Clubhouse Help Center and updating old content.
  • Assisted in getting Clubhouse's first Slack user community off the ground, setting up processes and engaging with users regularly to encourage participation and gather product feedback.
  • Assisted in writing macros and documenting internal Support processes and provided training on Clubhouse to new employees. Set up and maintained Help Center automation (Answerbot for Zendesk), and provided monthly reporting on its function. 

ProTrainings

June 2015January 2018

Customer Happiness Hero (Remote)

  • Offered compassionate, expert, and timely support to customers via phone, email, chat, and social media (Twitter and Facebook). Provided personalized support for corporate customers as first-line sales and onboarding for small to medium sized companies.
  • Consulted on and wrote content for B2B customer success documents and processes, and developed guidance for Support social media engagement, engaged positively with customers over social media outside of support interactions.
  • Built a public help center from the ground up (wrote over 60 articles). Wrote style, use, and content guidelines for content published in our knowledge base. Advised on the best support and knowledge base software solutions to meet our company's evolving needs.

Mod Squad

August 2014November 2015

Customer Advocate and Consultant (Remote)

I worked several projects for SaaS and social media clients through MMS, for which I:

  • Moderated content and images for social media platforms, following established client guidelines to ensure a safe and fun experience for all users.
  • Provided Tier I and II support for a major online SaaS helpdesk platform.
    • Assisted enterprise customers and their end-users with general setup and use of platform/features, software integrations, and advanced technical issues.
    • Set up software analytics reporting and help centers for enterprise clients.

Education