Customer Support Leader | Trust & Safety Manager

I’m an empathetic, customer-focused team leader with an entrepreneurial spirit. I have 10 years of experience building efficient customer support teams, analyzing user feedback, and collaborating on product improvements for quickly scaling startups, including Stripe, Tumblr, and Airtime. I have several years of experience working remotely, collaborating effectively with global teams.

My skills include team management, customer support, user research, customer experience, knowledge base management, content strategy, communications, and trust and safety policy.

Some achievements of which I’m proud:

• As an early Stripe employee, I wore many hats, including leading support specialists on one of Stripe's first regional UserOps teams.
• Implementing help desk software, user-facing documentation, onboarding and training plans, and internal support processes from scratch at multiple startups as the foundational support hire.
• Quickly scaling and training Airtime’s Trust, Safety & Support team in response to a surge in content moderation volume during the start of the COVID-19 pandemic.

I love to help people, whether that's community members, users, direct reports, or peers. I'm a supportive team manager who enjoys nurturing employees' overall career growth. I enjoy working cross-functionally with engineering, product, and design teams to collaboratively develop data-driven improvements to the customer experience. I'm also passionate about building safe and welcoming online communities with strong moderation policies.