After working in the Customer Operations department for some time, I think there’s a tendency to lose the immediacy of the work we do. It’s easy to think of our job as taking tickets and chats, of staying on top of productivity, and collaborating on projects. But every so often, it’s worth pausing and remembering that everything we do is in service to customers who are usually at a significant point in their careers, lives, or brand history. The purpose of the department is to fuel the creative ingenuity of our customers by empowering their vision, and there’s a privilege in that service.

Reflecting on that, I’m driven to move that missions forward. I want to be more deeply involved in how our department simultaneously refines and expands our methodology for improving the customer experience. As we enjoy the successes of how far our department has scaled, we’re also pressed on by an optimism to maintain that momentum. We continue to pursue the challenging but beneficial opportunities ahead of us. And we need motivated and visionary leaders to help us pioneer these initiatives.

My commitment to our mission has been consistent from the beginning. From the outset, I have led in customer satisfaction, ticket quality, and pace metrics. No matter my role within the department, I have made it a priority to stay current on Squarespace product developments, to not only be a useful resource for our customers, but also for my teammates to help them be better resources as well. And at every step along the way, I have striven to assess where the weak points in our workflow are and have taken it on myself to work to find solutions to those problems.

As the Commerce team transitioned to the Proactive team, I was one of two Portland specialists recruited to begin strategizing and framing the new initiative. This gave me ample experience with honing my time management skills, and stretch my creative thinking to out innovate problems before they came up. In this role, I have created comprehensive and advanced tracking documentation for each of our experiments, and set up new tools like Acuity and Zoom, both of which are poised to have a broader impact on the company beyond the Proactive Team. And at every stage and experiment, I have made it a priority to consider how everything our team does works toward our department’s mission. New tools are great, but in the context of adding value to our product and a customer’s experience, they’re something better: they’re empowering.

I have spent my time at Squarespace fostering the technical and leadership skills that make our company stand out above other Customer Operation departments. I believe I’m uniquely suited to help lead a team of advisors and positively empower them to meet our high standards. We do exciting and meaningful work, and I’m excited to play a larger role in the day-to-day execution of our mission, and already have a wealth of experience doing just that among my own teammates.

I look forward to talking with you further about how I can step into that role and continue to utilize my talents and work ethic in service to our customers and our team.