About Steph
She’s worked in Customer Support for tech startups and growth-stage companies since 2014. After supporting project management tools (Shortcut), edtech products and huge learner communities (Khan Academy), and heading Support teams both full-time (Abstract) and fractionally (Jyve), she'd like to use what she’s learned to help your company build an effective, empathetic, and resilient Customer Support team.
She focuses on establishing sustainable Support tooling, policies, processes, training, and reporting, particularly for teams with limited resources. And as your Support team scales and your product evolves, she'll be there with expert advice, helping you identify potential risks to your company’s customer experience and offering solutions to tackle them head-on.
On the personal side, in addition to being a Support nerd, Steph is pretty much just a huge nerd in general. She grew up in fandom spaces, learning how to live and interact online and hand-code old websites to showcase her fanfiction. She has a mean coffee habit, which fuels her writing, reading, and knitting hobbies, and she spends entirely too much time on Tumblr.
As a military spouse, she’s always on the move, having moved 9 times – and counting! – in the last 17 years, but she currently resides in Denver, Colorado with her spouse, 4 kids, and their corgi Dewey (the family librarian).
Just starting out and feeling lost?
Steph will dive right in, familiarizing herself with your product and building you a complete knowledge and customer care ecosystem. She covers everything from internal and external documentation to ticketing systems, making sure you have all the right tools to excel. She can also help you determine your staffing needs, create job descriptions, manage hiring, and train your early or growing support team.
Already have a small yet mighty support team, but feeling a bit overwhelmed?
Steph will conduct an audit, identify gaps, and optimize your existing infrastructure and documentation, ensuring it's comprehensive, clear, and easy to maintain. And don't worry - she'll also provide all the training needed to keep things running smoothly.
Need an engaging, cohesive support voice?
In an increasingly competitive marketplace, it is vital for your company to have a unique, consistent, and recognizable voice that resonates with your customers. Steph will help you develop your Customer Support voice, tone, and style to perfectly align with your brand. She'll build key cross-team relationships and customer communications to make sure your customer’s voice is always centered.