• Coffee, tea, or vibes only, what fuels your support days?

The smell of coffee (not the actual drink) and Vibes only

• What’s the most memorable customer interaction you’ve had?

Every day as a CS professional comes with a front-row seat to some truly unforgettable interactions. Some leave me astounded and others make me go "wait, what just happened?”

I can't really share specifics (privacy and all that), but one thing I'll say is that being a "fixer", turning those irate & disappointing moments into big smiles is one of the most rewarding parts of the job.
Seeing customers return because of the service they received sticks with me every time, and not just because of the drama or how tricky the situation was, but because it reminds me how deeply I’m rooted in this profession.

• Share a “support win” that made you feel like a superhero.

Quite a lot, honestly, but one that tops the list would be juggling a full-time MBA while leading a large team. I had to ensure that my studies didn’t suffer, my customers still received top-notch service, and my team had everything they needed to succeed. It was chaotic, exhausting, and very caffeine-fueled but pulling it off, with nothing slipping through the crack (well, except my sleep) made me feel like an absolute superhero.

• What’s the “secret weapon” in your support toolkit (patience, humor, product knowledge…)?

Anyone who knows me knows I don’t play when it comes to communication and empathy. (Yes, I’ve heard the ‘you can’t truly be empathetic’ argument, and I respectfully disagree). The key is understanding what type of empathy to infuse into your day-to-day as a CS Professional.
Also, the effect of communication cannot be overemphasised. It isn’t just about responding quickly; it’s about being clear, intentional, and human in every interaction with both your internal & external customers. It’s knowing when to explain, when to clarify, and when to just listen. And trust me, you’ll find me doing a lot more listening than talking, because understanding the real problem is half the solution.
I also don’t take things too personally; we’re all going through it, after all. That’s why I like to sprinkle in a little humor here and there. Because at the end of the day, people remember how you made them feel more than what you say. So I listen deeply (you’ll probably catch me doing more listening than talking), stay patient, and drop a light joke when the moment’s right.

• Why do you think customer service is so important to a company’s success?

Customer Service is important in any organization because products might get people through the door, but people like me are the reason they stay.
Customer service is the heartbeat of trust; it’s how users decide whether they’re just trying out your product or truly becoming part of your brand’s story. At the end of the day, customer service professionals are the bridge between the brand and the people who use it, and the truth is, we can make or break a company. One great interaction can turn a first-time user into a lifelong fan, while one bad experience can send them running to a competitor. That’s how powerful great customer service is!

• If you could give one piece of advice to someone new in customer support, what would it be?

My one piece of advice? Just do it.  Don’t be afraid of change, and definitely don’t take things too personally. Most of the time, these customers aren’t mad at you; they’re frustrated with the brand or the situation. The sooner you learn to separate your personal from your professional life, the stronger (and happier!) you’ll be in this role.