Onboarding and success is a vital part of Support work. And it’s one of the more enjoyable aspects of Support as well, because it means that I’m able to make a human to human connection with customers through my product and make sure they feel valued throughout their experience with my company.
As you can see below, I’ve spent a large portion of my career working closely with users and devising resources to help them understand how to use a product and get the most out of it.
Support Engineer III, then Support Engineer Manager
At Abstract, I supported customers using Branches, Abstract’s version control solution for design teams, by helping them understand our product and listening and responding to their feature requests and feedback.
I worked closely with our Sales and Customer Success teams to ensure a seamless customer onboarding and success experience and to proactively addressed the needs and concerns of all of our customers, joining the occasional support call to hear their concerns, better understand their needs, and provide solutions and recommendations to improve their experience with Abstract. I frequently serve as the voice of the customer on the Notebooks product team, advising on the needs of our users and ensuring information flows freely between the product and support teams.
Community Support Lead
As a Community Support Lead at Khan Academy, I was embedded as the voice of the customer on the Learning Platform and Test Prep teams, advising these cross-functional teams on the needs of our users, identifying trends in user issues, and ensuring that information flowed freely between the product teams and our frontline support team. Additionally, I worked closely with the Test Prep engineering and product teams to identify and prioritize high-impact user issues to be worked on in upcoming sprints.
I was the primary responsible for the Khan Academy Help Center, managing all processes for updating and maintaining its content, which consisted of 650+ articles across 3 languages. I planned and led our yearly audit of the entire Help Center for accuracy and quality, creating and training our wonderful vendor agents on our style and content guidelines and managing their work. This was actually my first task as the Community Support Lead, successfully launching our first audit within six weeks of my onboarding!
Shortcut (formerly Clubhouse Software)
Customer Experience Representative
At Shortcut (then Clubhouse), I co-wrote and co-hosted the webinar Getting Started with Clubhouse and accompanying live Q&A session to nearly 100 attendees. I also helped design the curriculum for the webinar and contributed to the slide content and written resources.
Continuing my love for documentation, I frequently contributed to the internal knowledge base, the Shortcut Help Center, and 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 Shortcut. I also occasionally contributed to our marketing materials, with an emphasis on matching the joyful, people-first tone of the Shortcut app.
I introduced new users to Shortcut, explaining product features and the user interface, and served as an advocate for customers, collaborating with other teams to optimize user experiences and test new features and releases.
Customer Happiness Hero
As a Happiness Hero at ProTrainings, I offered compassionate, timely and personalized support to individual customers via phone, email, chat, and social media (Twitter and Facebook) and troubleshooted the website, courses, and often even our customers’ hardware. I also provided first-line B2B onboarding and success to small to medium sized companies and consulted on and wrote content for B2B customer success documents and processes.
This is where knowledge management became a passion! I built a public help center from the ground up (writing over 60 articles). I 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, and I developed guidance for Support social media engagement.
Customer Advocate and Consultant
I provided Tier I and II support for a major online SaaS helpdesk platform, assisting enterprise customers and their end-users with general setup and use of platform/features, software integrations, and advanced technical issues and set up software analytics reporting and help centers for enterprise clients.