My role involved creating a high-performing team and fostering a positive working environment, as well as ensuring that my team is exceeding expectations when it comes to our agreed performance targets (SLAs, follow up response times, CSAT, Quality, etc.)Responsibilities included:-Leading and coaching a subset of the Premier Support team to help our Teams & Companies customers get a great experience with Zapier-Providing performance management and development processes that… Show more My role involved creating a high-performing team and fostering a positive working environment, as well as ensuring that my team is exceeding expectations when it comes to our agreed performance targets (SLAs, follow up response times, CSAT, Quality, etc.)Responsibilities included:-Leading and coaching a subset of the Premier Support team to help our Teams & Companies customers get a great experience with Zapier-Providing performance management and development processes that include continuous feedback, regular 1:1s, 360s, and performance reviews-Keeping the team informed and up-to-date on what is happening across the department. This includes explaining the business reasons which drive new initiatives, so team members understand the broader context of what's happening across the org and why-Managing the daily activities of the team, including e-mail and project work, and other related functions (quality, training, escalations, etc.)-Staying current on Zapier product developments-Supporting my team on escalated issues from our customers as needed-The long-term career development of team members-Influencing the broader strategy for the department which involves cross-functional collaboration-Leading projects and/or partnering with peers on various local or departmental initiatives -Constantly striving to optimize team processes and performance for the benefit of my team, our customers, and our business Show less

In addition to my Advisor Team Lead responsibilities, I:- Oversaw policy, quality and strategy for the Social Support Team- Identified and escalated Marketing, PR and Comms incidents- Coordinated with scheduling and senior leadership teams on staffing strategy + headcount- Managed tweets & access to handles on @SquarespaceHelp and @Squarespace in Zendesk during outages- Acted as the first line of escalation for any PR/Comms crisis scenario- Flagged potential risks in… Show more In addition to my Advisor Team Lead responsibilities, I:- Oversaw policy, quality and strategy for the Social Support Team- Identified and escalated Marketing, PR and Comms incidents- Coordinated with scheduling and senior leadership teams on staffing strategy + headcount- Managed tweets & access to handles on @SquarespaceHelp and @Squarespace in Zendesk during outages- Acted as the first line of escalation for any PR/Comms crisis scenario- Flagged potential risks in appropriate Slack channels- Collaborated with senior leadership on redefining this role in 2022 Show less

Pioneering a new direction at Squarespace, the Customer Success team branched out from "customer support" and seeks to strengthen the bond between Client and Company.-Provide proactive, predictive, and consultative communication for customers with more advanced design and business needs-Focus on improving the customer experience while driving increase contract value for existing customers-Executed 10+ exploratory pilots to develop processes, vet tools, and prepare for long-term… Show more Pioneering a new direction at Squarespace, the Customer Success team branched out from "customer support" and seeks to strengthen the bond between Client and Company.-Provide proactive, predictive, and consultative communication for customers with more advanced design and business needs-Focus on improving the customer experience while driving increase contract value for existing customers-Executed 10+ exploratory pilots to develop processes, vet tools, and prepare for long-term strategy on differentiated support-Developed calibration format to maintain quality of interactions-Wrote and presented training materials to onboard new hires-Additionally took on responsibility of Meeting Coordinator for the Portland office Show less

The Customer Operations team specializing in Commerce helps merchants develop and grow their online businesses.-Focused on helping merchants achieve success with Squarespace products-Acted as the first point of contact for merchants via Email, Chat-Guided customers through website setup, including identifying system and site-specific website issues-Developed training program on de-escalating difficult customers-Facilitated team meetings-Analyzed product trends by known… Show more The Customer Operations team specializing in Commerce helps merchants develop and grow their online businesses.-Focused on helping merchants achieve success with Squarespace products-Acted as the first point of contact for merchants via Email, Chat-Guided customers through website setup, including identifying system and site-specific website issues-Developed training program on de-escalating difficult customers-Facilitated team meetings-Analyzed product trends by known issues, improvements, and features-Contributed towards commerce knowledge base & macro content-Researched 3rd party integrations (Xero, Stripe, Shipstation)-Implemented self-directed projects to facilitate success for the entireCommerce team Show less

Developed and maintained entire brand and social media presence for my personal design work, freelancing full time. -Created a wide variety of custom artwork (hand-lettering, logo design, ad campaigns, marketing materials)-Utilized a relationship-based marketing approach with high referral rate from previous clients, supported by organic social media outreach-Handled all aspects of e-commerce, web presence for a large following, and communication with clients