• As a member of the Mobile Council, took a data-driven approach to understanding the challenges and opportunities presented by our Mobile SDK. This cross-functional group included leaders from Engineering, Sales, Product, CX, and RevOps. We're working to further the company's objectives and improve the customer experience and user engagement.
• Continued growing the Support Engineering team with a highly talented and empathetic group of folks.
• Worked closely with the mobile engineering manager and mobile PM to pull reports and data related to customer escalations, presenting out findings to the head of product and other executive leadership.
• Worked cross-functionally and coordinated internal resources to ensure we provided an excellent customer experience at every touch point.
• Managed numerous incidents and drafted mass emails for important updates and alerts.

• Built a full stack application to manage the team schedule and automatic case assignment. This project was originally built with a Node/Express backend with MongoDB and the frontend was built with React and Material UI. Later, this project was refactored to use a Go backend and Google Datastore to bring it into the company's tech stack.
• As a hybrid IC/People Manager, I led a small team with a focus on their growth and development. Held weekly one-on-ones, guided OKR work, looked for projects my team could plug into to elevate their skills and station in the company.
• Led the search for our first international hires in APAC and EMEA regions, growing the team to a total of 5 across the globe.
• Worked with Sales and Renewals, managing escalations for their prospects in order to help close deals.
• Worked with internal and external executive leadership to understand deeply technical issues and their impact.

• Led customer-facing bug escalation prioritization, ensuring all stakeholders had necessary visibility into the escalation's lifecycle.
• Laid the groundwork to ensure Customer Support is able to provide high quality support to our Mobile SDK customers as it went GA.
• Became primary point of contact for supporting our mobile SDK. Introduced reporting for SDK related support requests.
• Developed training material to get other Support Engineers up to speed on using our mobile SDK.
• Built reports combining data from Zendesk and engineering's backlog.
• Built internal tools to increase the Support team's efficiency.
• Maintained exceptional customer satisfaction scores with consistent high queue throughput.