Stephanie’s core value: helping people, wherever they are, to get the tools and information they need to succeed.

Stephanie (also known as Faile) has been a Customer Support professional since 2014, specializing in operations, knowledge, and community management. She loves building close, cross-functional relationships with Product, Engineering, and Marketing as the Voice of the Customer, as she firmly believes that the closer a company is to its customer, the more successful it’ll be.

Prior to starting her career in Customer Support, she worked in an eclectic mix of fields: public service, emergency preparedness, public affairs, media, healthcare, retail, business, and education. This varied experience has brought a breadth and depth to her skills in Customer Support, but also has a common theme that speaks to Stephanie’s core value: helping people, wherever they are, to get the tools and information they need to succeed.

She firmly believes in Customer Support as a professional discipline that one can study and grow into throughout their career, and she’s very active in Support Driven, “an online community of more than 5500 members who care deeply about Customer Support.” Support Driven has a very active Slack community, and she enthusiastically encourages anyone interested in a Support career to join her there.

In addition to being a Support nerd, Stephanie is pretty much just a huge nerd in general. She grew up in fandom spaces, learning how to live and interact online and hand-code old websites to showcase her fanfiction. She has a mean coffee habit, which fuels her reading, knitting, and cross-stitching hobbies, and she has entirely too many lego sets.

As a military spouse, she’s always on the move, having moved 8 times – and counting! – in the last 12 years, but she currently resides in Southeastern Virginia with her spouse, 4 kids, and their corgi Dewey (the family librarian).