How I work

• I configure the stack myself. I'm owner-level in Zendesk, ChurnZero, Intercom, and Forethought, so the fix gets built, not requested. At Gazelle, I used Optimizely to A/B test CX improvements on the site. At Workable, I implemented tools like Pendo so we could do more proactive support.
• I build how the team runs. At Workable, that meant capacity models, SLA and QA frameworks, and a weekly performance rhythm. We also moved to 24/5 omnichannel coverage with a premium tier.
• I take the hard escalations. One example: a newly onboarded customer wanted out of their contract. Their quarter-end report needed a reporting add-on they hadn't bought. I had them send me the report, worked with Professional Services on a one-off export, finished it myself with a pivot table and summary, reset expectations, and connected them with their account manager about the add-on.
• I give people the access and expertise to solve more themselves. At Workable, I gave senior support agents access to application logs (Stackdriver), email logs (Mailgun), and the XML feeds we sent to job boards. Escalations dropped, and the support engineers who'd been handling them full time moved on to building internal tools. On the onboarding team, I brought in HR leaders to upskill their domain knowledge.
• I coach people up. I'm a player-coach. I defined levels and promotion criteria and coached 7 ICs into first-time management, while co-owning our $19M SMB book.

More: Owning the tool stack and How I lead teams.