My support career truly began at in 2009 at Whitefish Bay Dry Cleaners as a clerk. That’s where I learned the power of empathy, especially when handling something as personal as people’s clothing.

Fast forward seven years, I landed my job as a solo-support team lead. It was then I realized every support email was essentially free user research that could drive positive product impact.

At Whereby, I dove into the behind-the-scenes work; tagging, analyzing, and relaying product insights that unlocked better experiences for both customers and teams.

After four years in Support Operations, I launched my consultancy to help more teams benefit from the systems and clarity I’d built internally. Today, I partner with SaaS support teams to simplify operations through strategy, systems, and hands-on experience.