Authored and crafted external Knowledge Base Documents, Playbooks and Academy Courses aimed at enhancing email editor resources. Conducted customer training sessions to optimize the editor for various industries. Developed and curated internal troubleshooting guides addressing frequently asked questions and bugs. Provided regular updates to the Product Team on bug reports, common queries, and product modifications. Entrusted with devising and delivering internal training sessions for new product releases, aligning with predefined learning objectives and leveraging technical expertise.Recognizing customer needs, conducted thorough research, and collaborated effectively to address them. Produced informative FAQ Community posts, published bi-weekly to address prevalent customer design inquiries. Collaborated closely with Community Specialists, SEO Experts, Academy Team Members, and Communication Designers to craft these posts. Ensured clarity and simplicity in the content, making it easily comprehensible.Co-hosted numerous live customer webinars showcasing Klaviyo's New Email Editor. Presented live demonstrations, tutorials, and addressed participant inquiries. Took ownership of creating scripts and defining learning objectives for these sessions.

Worked directly with HubSpot Customers to answer design related questions regarding their content (Website, emails, and assets). Actively listened to customers requests and goals of website changes, then strategized on how to best accomplish this. Making website changes through working in HTML,CSS, Javascript and Python everyday. Helping customers with UI Design and UX goals in order to increase their website usability, increase views, and improve bounce rates. Held Design Office Hours twice weekly, where other members of the Customer Success team can ask design related questions, to practice and learn how to troubleshoot in coding languages. Often working directly with the product team through Jira or in person meetings. Core responsibilities included: answering 25+ customer questions per day, utilizing project management tools and collaborating cross-functionally with internal teams. Earned the recognition of Highest Support Rep. NPS for Jan-March 2020. Answered questions with compassion and empathy. One customer I worked with sent Brian Halligan (CEO) a Linked In post they had written after a call with me. The customer wrote, “Exactly four minutes later, I got a call from an informed, empathetic and helpful customer support rep at Hubspot. And she solved my problem on the spot.“ .

Type layout for various magazines