Navigating Tornadoes, Toddlers, and Tech: My Journey in Support

First off, let’s just acknowledge that sometimes life throws you a curveball—or, in Rob's case from our podcast chat, a tornado warning. But that’s just how it goes, right? Life doesn’t always follow the plan, and that’s something I’ve learned to roll with, especially in my career.

I never thought I’d end up in support. Like, never. My first job was at a general store, and I ran away from support roles more than once. I thought, “There’s no way this is what I’m supposed to be doing.” But guess what? I found my way back, and now, after almost a decade of leaning into it, I’m so glad I did. Working in support has opened up more opportunities than I ever could’ve imagined—especially in the tech space where things move fast, and you have the chance to actually make a difference without too much red tape. It’s been a wild ride, but honestly, I wouldn’t change it.

The Magic of Storytelling

One thing that came up in our conversation that really hit home for me was the power of a good story. I was telling Rob about watching The Wizard of Oz with my son, and it got me thinking about how timeless stories are. There’s something magical about a well-crafted story—it sticks with you. And in support, that’s really what we do, right? We’re helping customers tell their stories, guiding them through challenges, and hopefully, helping them reach a happy ending.

For years, support teams have been tucked away in the background, like the unsung heroes. And it’s funny because we have all this data, all these interactions, and yet, we’re often not part of the product development conversations. Why? It doesn’t make sense to me. Support is right there, talking to the people who use the product every single day. We hear their frustrations, their wins, and we have so much insight that could improve things for everyone—customers, developers, you name it.

Breaking Down Silos

Here’s the thing: support can’t stay in its little corner anymore. It’s time to break down those walls. When I was talking to Rob, I mentioned how important it is to be invited into the conversation. It’s like when you invite someone into your home—you’re letting them see everything, even the messy bits. And that’s what needs to happen in companies too. Support teams need to be part of the process, from start to finish.

When I was building my own team, I made it a point to be transparent about everything. I didn’t hold back. I figured, why not just share the roadmap, the challenges, the wins, and the losses? And you know what? It worked. When people are in the loop, they feel valued. They’re more engaged, and they come up with better ideas. It’s not rocket science—it’s about creating a space where people feel heard.

Why I Hate Surveys (And Why You Should Too)

Okay, so let’s talk about surveys for a second. If there’s one thing I really can’t stand, it’s a survey. I said this on the podcast, and I’ll say it again—surveys only capture the voices of two types of people: the ones who are super angry or the ones who just love filling out forms. That’s it. You’re not getting the full picture. And that’s a problem. Support teams, on the other hand, are sitting on a goldmine of information. They talk to customers every single day, but if we rely only on surveys, we’re missing out on so much. It’s like trying to watch The Wizard of Oz in black and white—you’re only getting part of the story.

Inviting Support Into the Conversation

One of the biggest hurdles I see is that support teams aren’t invited into the product development process early enough. And I get it—product teams are busy. They’ve got deadlines, they’re dealing with curveballs, and sometimes, it feels like there just isn’t enough time. But that’s exactly why support needs to be involved. We’re the ones hearing what customers need. We have solutions because we’re right there in the trenches.

What’s frustrating is that a lot of times, support teams feel like they’re just there to apologize for things that aren’t working. That’s not fair to them, and it’s definitely not fair to the customers. If product teams could open the door to more communication, we could avoid a lot of these issues in the first place.

What Support Leaders Can Do Now

So, what can we do about it? If you’re in support and you’re not getting a seat at the table, start by being loud in a way that’s productive. Remove yourself emotionally from the situation (easier said than done, I know) and focus on how you can best serve the customer. It’s not about pointing fingers—it’s about asking the right questions and figuring out how you can work together.

At the end of the day, we all want the same thing: happy customers and products that work. But if we’re not talking to each other, that’s never going to happen. Start by building those relationships, even if it’s just little check-ins with your product team. Get in there, ask questions, and don’t be afraid to be vulnerable.

On a Personal Note: Louisville to Providence

On a more personal note, Rob asked me about my time in Louisville and how it compares to living in Providence. Honestly, Louisville was such a surprise. We moved there to escape the winters, and surprise, surprise—it was just as bad! But it was such a learning experience for me. The culture there is so different from what I was used to growing up in the Midwest and New England. It gave me a new perspective on how people approach life and business.

But after a while, we knew it was time to come back to the Northeast. Providence has been an amazing place to raise our kids. We’re close to Boston, New York, and there’s so much diversity and opportunity here. It’s the perfect mix of everything we want for our family.

Travel Tips and Life Lessons

Rob also got me talking about my background in travel. Fun fact: I used to work for a European car rental company, and I ended up on their VIP team. I’ve always been good at creating a safe space for people, and that carried over into my work there. Helping people plan these amazing trips really stuck with me. And now, even though I’m not in the travel industry anymore, those skills—especially knowing how to ask the right questions—are things I use every day in support.

By the way, if you’re looking for an underrated travel spot, I’d have to say the Czech Republic. Every single person I’ve talked to who’s been there says it’s one of the most magical places they’ve ever visited. It’s definitely on my bucket list.

Final Thoughts: Let Yourself Shine

Wrapping things up, if you’re in support, remember this: you’re more skilled than you realize. You’ve got what it takes to be part of those bigger conversations. Sometimes, it’s just about taking the leap and asking the right questions. And if you’re in a different department? Reach out. Start that conversation. Support teams have so much to offer, and we’re ready to shine if you just give us the chance.