At Automattic, our work environment is fast-paced and continually evolving. My current focus involves leading and mentoring support team leads and working closely with the Support Director to oversee strategy across three support divisions. I help team leads identify and solve performance issues, align their teams with company goals, and maintain efficiency and quality standards. I also develop training for prospective leadership candidates, and select and train candidates to evaluate them for leadership roles.
As leadership, I have been instrumental in moving our entire support team from asynchronous email support to 24/7 live chat support and from a schedule-free environment to full self-scheduling, as well as introducing changes in job expectations such as introducing required weekend shifts for all support staff. Successful change management is one of my core strengths.
Our globally distributed team of over 300 Happiness Engineers now provides 24/7 synchronous live chat support through self-selected scheduling using an internally developed scheduling tool. We avoid queues and tiers by relying on seamless behind-the-scenes coordination to connect a customer to the ideal expert for their query from their first point of contact with our team. In addition to technical support and assistance for all Automattic products, support teams handle pre-sales, documentation, trust and safety, GDPR, fraud prevention, and customer success and education. Support also develops and implements hiring, training, and onboarding of new support staff.