The unique combo of product management and people leadership meant I was in charge of setting the product direction for the Data Management team as well as manage all engineers included in the team.

Technical PM for Backend, Frontend and SRE teams. As part of this role I was one of the drivers of the Authorization project; a massive rewrite of the user access system for the Track product.

The Toggl Support team provides assistance to over 500k active users across two products, owns the Knowledge Bases, reports technical issues, performs product training for new employees, etc. The team's biggest achievements:- Implemented countless self-serve solutions to help users get assistance immediately and reduce the load on the Support team. - Reduced the time to response from 5h to 30 minutes. - Scaled down the size of the team despite the no. of active users constantly rising.- Lowest employee turnover in Toggl.- Highest team member satisfaction scores in Toggl.

Leading a vastly distributed team of 11 people across 6 different timezones. Regularly conducting 1on1s and hiring new Support agents. Implemented numerous operational improvements.

Providing email and social media support to Toggl users. Specialty, billing-related questions.

Most of my time was spent answering customer tickets, writing documentation, creating help videos and QA testing the products. Occasionally I also wrote blog posts and created sales & demo pages.

Communication with customers in all public areas (social media, review sites, etc).