Owning the tool stack
I led the Zendesk migration and owned our tech stack.
I was a people manager, and I also personally owned the team's tech stack and operations.
What I built: I led our migration to Zendesk. Then I added fields to track ticket topics, integrations for smoother collaboration, and customer context data that suggested proactive fixes. I also took the help center over from Marketing and wrote most of its content.
Hands-on troubleshooting: I used Postman to check customers' API calls, reproduced issues in Zapier, debugged JavaScript career-page embeds using browser logs, and posted incident updates.
Technical skills: I'm not a software engineer, but I'm comfortable in the systems. I have working-level skills in SQL, HTML/CSS, scripting, and APIs, and I'm learning Python.
Security and compliance: for Workable's ISO 27001 and SOC 2 work, I helped define support's recovery times, SOPs, and escalation paths. I wasn't the compliance lead. I also supported GDPR and anti-fraud compliance.
Tools I've worked with (an asterisk means I administered or owned it):
- CX platforms: Zendesk Suite*, ChurnZero*, Salesforce, Intercom*, Talkdesk, HubSpot
- AI: Forethought*, Ada (pilot), ChatGPT and Codex, Claude Code, Cowork, and Design
- Insights and product: Pendo*, Optimizely, Savio, Beamer, SurveyMonkey, Alchemer*, Qualtrics
- Productivity: Jira*, Confluence, Slack, Google Workspace, Microsoft Office, Trello, Asana
- CX ops: Zapier*, Playvox, Klaus, Upscope, SendSafely, Miro, Postman
- BI and reporting: Looker, Tableau, GoodData, Zendesk Explore, SQL (MySQL, PostgreSQL)
- Training and enablement: LearnWorlds, Loom, Wistia, Livestorm