Experience.

Community & Support Lead

Ran Bright Ideas at INBOUND 2025 (65+ AI use cases), relaunched the product feedback program, launched the platform's first Community Choice Awards, built customer-facing docs, and partnered with builders on production-ready agents.

Community Manager, Onboarding & Operations

Designed onboarding, activation, and communications for a 3,000+ member community with 95%+ monthly retention. Built community guidelines, documentation, and AI-assisted workflows that scale day-to-day ops.

Technical Account Manager

Onboarded 150+ card-linked offers and multiple content partners via API. Built enablement materials, launched an internal knowledge base, and helped reduce time-to-launch for fintech partners.

Solutions Engineer

Launched 11 B2B partners (+20% merchant network), led post-sale integrations for 75% of the merchant base at 98.2% partner developer satisfaction, and drove a 42% lift in Shopify app adoption with GTM and engineering.

Technical Account Manager

Unlocked a new revenue stream reaching 20M users via a statement credit integration with a major loyalty provider, helped a fintech client double its user base in a new region, and supported six loyalty program launches.

Senior Customer Support Associate

Designed and implemented the QA program that lifted team-wide CSAT from 72% to 85%. Cut partnership support inquiries 25% QoQ through feedback analysis and cross-functional process work. (DocSend acquired by Dropbox in Mar 2021.)

Lead Technical Success Engineer

Scaled technical support across three global regions — investigation frameworks, automations, mentoring, and 100+ knowledge base articles that standardized how the team resolved complex issues.

Technical Operations Manager → Implementation Specialist

Managed technical escalations across engineering, standardized deployment processes, and led customer onboarding and implementation projects end-to-end.