The Challenge

This client is a three-sided marketplace connecting consumers, creators, and brands. Their customer support model was tangled — confusing users, frustrating business partners, and overloading the leadership team, who were managing support issues through personal email accounts. There was no centralized system, no actionable data, and no scalable foundation.

What I Did

I led a full support transformation to create clarity, structure, and scalability:

• Consumer Support Overhaul: Simplified the consumer support experience, resulting in a 70% reduction in inbound volume.

• Creator and Brand Support Build: Launched dedicated creator and brand support functions including a simple to maintain, designed for self-service, and data rich Help Center.

• Systems: Integrated Zendesk and Linear, enabling seamless bug and feature request tracking between Support, Product, and Engineering. Reorganized Zendesk instance to meet foundational best practices.

• Support Team Leadership and Hiring: Built and led the support team, hiring within budget and enabling the existing Product Operations Specialist to shift focus to go-to-market (GTM) initiatives.

• Leadership Time Savings: Moved partner support out of personal inboxes, freeing leadership to focus on growth and strategic initiatives.

The Results

• 70% drop in consumer support volume

• Help Center driving partner self-service and clean data tracking

• Centralized, efficient communication between Support, Product, and Engineering

• Actionable insights fueling continuous service and product improvements

• Successfully hired and led a support team within budget

• Freed Product Operations Specialist to contribute to GTM efforts

• Leadership regained time to focus on high-impact work