I'm Steph, and I've been doing this since 2014.
I've worked in Customer Support for tech startups and growth-stage companies for twelve years. I'd like to use what I've learned to help your company build an effective, empathetic, and resilient Customer Support team.
What I actually do
Sustainable Support, especially without the budget for it.
I focus 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, I'll be there with expert advice, helping you identify potential risks to your customer experience and offering solutions to tackle them head-on.
Denver, Colorado. One spouse, four kids, one corgi named Dewey (the family librarian).
A Support nerd, and honestly just a nerd in general.
I grew up in fandom spaces, learning how to live and interact online and hand-code old websites to showcase my fanfiction. I have a mean coffee habit, which fuels my writing, reading, and knitting hobbies, and I spend entirely too much time on Tumblr.
As a military spouse, I'm always on the move — nine times and counting in the last seventeen years — but for now I'm in Denver, Colorado.
The fanfiction sites came first. Everything since has been the same instinct with a better job title.
A necessary disclaimer
I speak only for myself here. Never for my employer.
My day job is at UserScape, who are great guys and knew exactly what they were getting when they hired me. Nothing on this site is their opinion — especially when I'm saying something dumb.
Elsewhere
Supportlandia is the whimsical one. Unassigned is where I complain in the first person.