Leading teams, Delighting customers.
And writing about what I learn along the way.
I’ve spent the past 9 years leading remote, customer-facing teams in Support at places like Automattic, Zapier, and (currently) Ness. I constantly try to share what I’m learning. Start with the blog, subscribe to the newsletter, or check out what I’m reading.
Everything I’m learning about leading high-performing Support teams.
Each month, I put together an email discussing trends at the intersection of Support, Product, and Leadership that catch my attention.
Recent Posts
Leave Decision Breadcrumbs for Your Team
A framework for better decision making within your team by regularly communicating context instead of waiting for big inflection points.
Building a “Battlefield-Like Sense of Camaraderie”
Using research from Google, we can translate a quote from famous coach Bill Walsh into some tangible action steps for leaders.