Building bridges between complex technology and the humans who use it 🌉
I'm a technical support specialist who thrives at the intersection of enterprise software and developer communities. Over 5+ years at HubSpot, I've evolved from handling high-volume support to becoming the go-to expert for API debugging and developer community management. My superpower? Reading between the lines of user frustration to identify not just what's broken, but why it broke and how to prevent it from breaking again. 🔍
I thrive in situations where I can leverage my unique blend of technical depth, community management expertise, and AI-assisted problem-solving skills. ✨
Led a 3-year advocacy effort to create dedicated space for HubSpot Native and 3rd Party Apps. Result: Quickly becoming one of the most successful community sections, this space gives our community a dedicated space to ask for feedback, troubleshoot, and research options by taking to other HubSpot admins and users.
Developed systematic approach to API debugging that became standard practice for al the product support moderators. This reduced escalation rates and improved first-contact resolution for complex technical issues.
Created and delivered training program teaching colleagues to use AI tools for technical troubleshooting, reducing single points of failure and improving team capabilities.
Designed comprehensive spam policy framework with legal justification for instant bans, improving community quality and reducing moderation overhead.
Technology should empower, not frustrate. Every support interaction is an opportunity to not just solve a problem, but to understand the human behind the issue and improve the system for everyone who comes after. 🌟
I believe in:
I'm always interested in discussing developer community management, technical support innovation, or how AI is transforming customer success. ☕