Julia Blake Email & Phone Number

As a Support Leader, I am passionate about building scalable systems that streamline daily tasks with a focus on efficiency. I believe that a manager’s success hinges on fostering a culture of continuous learning within their team. Providing everyone with the opportunity to voice their ideas and pursue their goals cultivates strong, resilient teams, which is a source of joy for me. I take pride in being a calm and consistent presence for my Support team. At Karat, I have developed our Support, Dispute, and Audit procedures and policies from the ground up, empowering my direct reports to handle their tasks independently and make autonomous decisions. This allows me to concentrate on high-level issues and strategic projects. I have successfully guided my team through significant product changes and initiatives by implementing effective communication strategies outside of regular meetings and delegating tasks to enhance efficiency. Lastly, I’m resourceful. I pride myself in using the tools(Asana, Sigma, Zendesk, etc.) we already have to keep organized and automate small, repetitive tasks. Anywhere I can make small or large updates to save people time I will. Let your tools do the work so your team can focus on the complex problems.

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  Director Of Customer Support

  Karat Financial

  May 2021 - Present

  I’ve authored the audit process for Support tickets, enmeshing the standards of the audit with our KPIs and OKRs.Coached direct reports on obtaining their career goals. I’m proud to say I’ve been able to give 5 promotions to new roles I helped create.I built out our Notion space with async communication in mind, we can trust that any recent updates will be documented; saving my team time when searching for the latest product changes.Using Sigma, I’ve developed automated alerts to flag fraud at the first transaction by studying the latest fraud trends.When I see a need, I implement a solution. I’ve created 10+ procedure and tracking boards for a variety of our teams in Google Sheets, Asana, Notion, and Sigma to help keep us organized and on task.ProjectsCard Reissue Sprint — Q2/Q3 2023Helped manage the reissuing of over 2,000 credit cards to our users. Collaborated directly with the Product team daily to ensure we were on track. Disputes Tracking — Q1 2023Used Google Sheets and Asana to track disputes and their various data points to gain a better understanding of how to improve our win rate. After I created a system for managing disputes, our win rate increased from 57% to 77%.Ticket Auditing — Q1 2022Wrote out the procedure for our Audit process and designed a Google Sheets document to calculate scores from 10 Zendesk and Intercom tickets.