United Kingdom
Hi there, thank you for visiting my profile! 👋 I’m a technically-minded professional with over 9 years of Product / User Support and Community Management experience in the tech industry. Currently looking after an incredibly talented community of ethical hackers at Synack. 🏹 I’m skilled in project management, organising events, writing technical and support documentation, and implementing and optimising tools. I care about sustainability and social and environmental justice. 🌱
Leading an overhaul of the Help Centre documentation; building and simplifying internal processes; auditing and streamlining Intercom and Zendesk automations; running customer-facing platform demos; supporting a team of 4-5 frontline support agents; serving as a point of contact and escalation for other team members; working with the Engineering and Product Teams on releases, bugs, and product improvements.
Assisting HR Teams and People partners (via chat, email, and Zoom calls) with setting up their engagement surveys and performance cycles as well as generating and analysing the data; building out the knowledge base on internal support processes; improving existing workflows related especially to software use and configuration.
Troubleshooting technical issues based on customer reports and app logs; reproducing and filing bugs; liaising with engineering and product teams; updating knowledge base as well as documenting new features; running internal training sessions.
Managing the team of 12 agents; running 1:1s and setting individual targets; providing tools and training to improve efficiency; preparing schedules and distributing the workload; monitoring KPIs and CSAT to identify areas of improvement; taking over escalations and handling VIP customers.
Providing assistance to English-speaking customers from various backgrounds via chat, email and phone; working closely with Operations and Compliance Teams to resolve customers’ issues.