About me

I’ve spent 13+ years in customer support — from answering tickets to leading high-volume remote teams. Over time, I’ve shifted from doing support to designing systems that make support scalable, efficient, and calm.

I’ve worked with tools like Intercom, Zendesk, and others — but what matters more is how those tools are used. I focus on designing support systems that work for teams and customers.

In the last few years, I’ve helped:

• Build smart automation flows for triage, proactive outreach, and churn prevention
   
• Optimize Help Centers so both humans and AI can find answers fast
   
• Connect fragmented support workflows using automation tools and no-code logic
   
• Launch and grow a community-led support channel with significant adoption in a short time — reducing ticket load without creating a divide between free and paying users
   
• Design hybrid support systems where AI handles the first layer, and humans step in with full context
   
• Integrate payment platforms like Stripe, Adyen, and Recurly into support operations — ensuring agents can solve billing issues efficiently and with clarity
   

I don’t believe in “set it and forget it” support — or overwhelmed teams.
I believe in clear, adaptive systems that help small teams punch above their weight — and support that earns trust, not just deflects tickets.