I've spent 6 years building support teams that get better over time — not just at resolving tickets, but at understanding users. At Automattic, that meant coaching teammates on how to ask better questions, go deeper with troubleshooting, and have the kinds of conversations that actually move customers forward. At Teachable, it meant starting as a manager, migrating our entire support platform and rebuilding the systems from the ground up as we went. Whether I'm looking at the data or seeking input from my team, the question stays the same: how do we make this better for everyone involved?
I'm not looking for a new role at the moment, but I am interested in conversations with people doing serious work in support operations, CX strategy, and AI in customer experience. If you're building something in that space and want a thought partner who's been in the weeds, I'm genuinely open to it.
My point of view: great support isn't a cost center. It's a signal system. The teams that know that end up building something great.
Advisory & consulting
Support org design, tooling decisions, AI implementation. Happy to be a sounding board for teams figuring this out.
Speaking & panels
I've done this work firsthand. Open to events focused on CX, support ops, or the future of service teams.
Partnerships & discussions
If you're a founder, operator, or leader thinking hard about support — I'm always up for a good conversation.
