1. What is your role at SpotDraft?

I lead the Product Support function here at SpotDraft. That means overseeing our 12-member team, ensuring every customer query (whether it’s a bug, confusion around functionality or a request for improvement) is resolved thoughtfully and quickly.
Beyond just handling tickets (we do over 1500+ per quarter), I work closely with Product, Engineering, and Customer Success to bring customer insights into product development and roadmap decisions.

2. What was your journey into support?

It started with a simple drive to solve problems. I enjoyed helping people, and I noticed that even small fixes could have a huge impact on someone’s day. Over time, I realized support was more than reactive, it could also  be proactive, strategic, and influential in shaping how a product is perceived and improved. That’s what drew me deeper into this space.

3. What has changed since you joined SpotDraft?

When I came in, the support function was still forming. Processes were minimal, and a lot of our work was manual. Over time, we’ve matured as a team. We have added automation, implemented SLAs, set up documentation systems, and improved how we tag and triage issues.
We’ve also built trust across the organization. Product and Engineering now actively loop us in to validate features, and Customer Success looks to us for feedback trends. That level of collaboration didn’t happen overnight.

4. What is one initiative or project you’re particularly proud of?

We’ve set up a recurring feedback pipeline where insights from tickets flow into the product backlog. It’s helped us spot recurring UX issues early and fix them before they grow.
Another proud moment was designing the escalation process. Our average time-to-resolution for high-priority issues has dropped drastically since then.

5. What makes a strong support team, in your opinion?

Empathy, ownership, and clear communication. We often deal with issues when the stakes are high, like delayed contracts, critical bugs, or frustrated users. You need a calm head, a structured process, and the confidence to collaborate across functions.
Also, a curious mindset helps. If someone asks “why did this happen?” we shouldn’t stop at the surface.

6. What keeps you motivated in a high-performance environment like SpotDraft?‍

Honestly, the impact. At SpotDraft, support isn’t an afterthought, it’s a core part of the customer experience. I love knowing that the work we do directly improves how people feel about the product.

I also find motivation in mentoring my team. Seeing them grow into independent thinkers who go beyond ticket resolution to suggest product changes. That aspect of the job has been extremely rewarding.‍

7. What do you enjoy outside of work?

I’m big on sci-fi and strategy games. I like activities that challenge my brain in different ways. I also enjoy exploring local coffee shops. There's something peaceful about discovering a quiet corner with a good cup of coffee and a book.

8. What advice would you give someone starting out in Support?‍

Don’t underestimate the role. A good support function can build customer loyalty, reduce churn, and shape the product.

Be patient, be curious, and take ownership. The best support professionals are part problem-solver, part communicator, part product thinker. If you approach it that way, it’ll take you far.