First customer support hire at multiple SaaS startups. Built help centers, processes, workflows, and implemented tools to scale top-notch customer support programs. Rolled out a set of “customer support values”, reduced first-response time by 30%, and worked 1:1 with enterprise customers.
Implemented post-sales customer on-boarding flow + produced a series of getting started guides and videos. Conducted best practices workshops onsite and remotely.
Work done while working at Atlassian Statuspage.