Director of Support
I joined Loom as the first customer-facing hire and third employee, stepping into a fast-moving startup that redefined how teams communicate.
Over the next six years, I helped build and scale the support function from scratch, leading it through hyper-growth and eventually resulting in an acquisition by Atlassian in 2023.
Highlights
My mission was to create a support experience that was efficient, educational, and human.
- Building for Scale: Grew support from a one-person operation to a structured team capable of supporting 25M users.
- Driving Self-Service & Efficiency: Built an effective self-service model that reduced contact rates by 175% in two years, generating significant cost savings.
- Meeting Customer Needs at Every Level: Designed support strategies that worked at scale for free users while ensuring high-touch, personalized service for Enterprise customers.
- Creating a Scalable Strategy: Developed and implemented processes, automation, and self-service solutions to support rapid expansion.
- Bridging Support, Product & Design: Launched the Voice of the Customer program, ensuring user insights influenced product decisions with strong internal engagement.
- Hiring & Training a High-Performing Team: Personally hired every single member of Loom’s Support team, building a culture of excellence and customer obsession.
Why Loom?
Loom redefined how teams communicate with async video, and I’m incredibly proud to have been part of its journey.
Scaling customer support from a one-person operation to a team supporting 25M users showed me how customer experience can be a strategic advantage when it’s tightly integrated with Product and Design.
Most importantly, I learned that the best support teams don’t just react to issues — they proactively shape the user experience, reducing friction before customers even notice it.