Using qualitative and quantitative data from our support teams I complete feedback loops to product teams about their areas. This data is used to inform product decisions, assess the impact of bugs, and give an insight on how merchants use the platform. Furthermore, through deep diving into support interactions I help inform project build and post-launch decisions.Prior and during product releases, I work with various knowledge management teams to aid in the creation of training, internal and external documentation. This ensures that our support team can support the product that is being launched or updated, and our merchants have information to reference or learn about the updates/changes.

Provided front line customer support to Shopify's merchants. Responsible for providing feedback and trouble shooting for merchant's stores.