About
Startups don’t usually build support ops with intention. They duct tape it together and hope for the best until things start to crack. That’s where I come in. I’m a fractional CX and support operations leader who helps Series A–C startups scale without losing their minds (or their customers). Whether you’re building a team from scratch or trying to steer one that’s drifted off course, I bring structure, clarity, and momentum. Think of me as the 600mg ibuprofen for your support org: Calm in the chaos Real leadership without the full-time overhead Fast relief with long-term impact I’ve led support and CX teams for 20+ years across SaaS, marketplaces, and consumer tech—including multiple exits and high-growth pivots. Today, I run Upper Righters: a consulting and fractional practice that helps scaling companies fix what’s broken, build what’s missing, and give their teams (and customers) the experience they deserve. Need a steady hand to right the ship? Let’s talk.
Experience
Fractional Head of Product Support
Member
Present
Glue Club is the home base for startup leaders. It’s where leaders across all functions come together to learn from experts, problem-solve with peers, and carve out space to grow. In the middle of the chaos of building a company, Glue Club is where leaders find sanity, opportunity, and momentum. Learn more at http://www.glueclub.com
Founder
Upper Righters, Inc · San Francisco Bay Area
Present
Services: Strategic customer operations planning Foundational design for scaling Omnichannel design Product launches Process and procedures Tooling evaluation and implementation support Leader and agent coaching
Customer Experience Ops - Fractional
Cx Coach at Zendesk for Startups
As a coach in the Zendesk for Startups community, I offer guidance and support to startups getting their CS orgs established including Zendesk implementation.
Director Customer Support
Digit was acquired by Oportun in 2021. Led bilingual team of CS agents in Mexico and the US to support Oportun's products: personal loans, credit cards, savings and long term investing via digital channels (SMS, email, chat). I also led the Support Operations team whose mission is to make the support team successful by partnering with product, engineering, legal and marketing. The Support Operations team handled all support content creation (macros, help center, internal knowledge base and playbooks). This team also led VoC efforts back to the business to aid in ongoing improvements for our products. In addition, I administered the company's Zendesk instance and led tech stack strategic planning and analysis.
Head of Customer Support
Digit · San Francisco Bay Area
Took over a team of support agents and built a full support organization including learning and development, QA and support operations. * Led the team through launching a banking product * Partnered with legal and compliance to create a complaints and escalations management team * Launched live phone support in less than 6 months * Engaged a BPO to manage Tier 1 calls * Built performance (individual and team) KPIs: CSAT (90%), ASA (41 seconds), median email response time (5 hours - from 16). Managed the team through Oportun's acquisition of Digit in late 2021.
Head of Customer Operations
StyleSeat · San Francisco Bay Area
In addition to previous responsibilities, I took over the trust & safety function.
Head of Customer Support
StyleSeat · San Francisco Bay Area
This was a mixed role of success and support. Brought CSAT up from 60% to 90% in less than 6 months. Created a full QA program to drive this initiative. I launched live chat to support the StyleSeat members and achieved a less than 20 second response time.
Vp, Community
FANDOM · San Francisco Bay Area
I was hired to provide clear, consistent leadership and take the community organization to the next level, improve processes and repair team’s reputation. I was promoted to lead the FANDOM community support, featured video and content development teams. Examples of high profile projects I’ve led include: * Established processes and team procedures for FANDOM's Featured Video team growing the team from 5 to 12 and driving significant video views across our communities. * Driving development of member self-service tools that saved the company the costs of 2 full time employees. * The creation and implementation of an inexpensive image review tool which ensured that images uploaded to the site are advertiser friendly and appropriate for our network. * Faced with a backlog of 14m images, I hired and trained remote staff to eliminate backlog and to review new images within 24 hours of upload while saving hundreds of thousands of dollars annually in domestic staffing costs. * Adjusted work f…
Director of Community & Support
Causes (now Brigade) · San Francisco, CA
I was recruited to lead B2B community and B2C community and elevate nonprofits’ national profiles, I quickly established credibility with user base and promoted the Facebook platform for outreach and fundraising campaigns. Examples of high profile projects I’ve led include: * I selected and implemented a customizable, easy-to-use content management system for relaunch of corporate blog. * I selected and managed implementation of online community forum connecting nonprofits to each other and their communities. * I developed case study of the organization’s largest Facebook group. Which demonstrated our ability to drive donations and activity around breast cancer research and fundraising.
Senior Community Manager
I was hired to lead the community management team and the company’s social media. Examples of high profile projects I’ve led include: * I earned buy-in for and led implementation of community management email system/workflow plan that enabled company to identify patterns/potential bugs and more quickly resolve issues. * I used analytics to expose and eliminate rampant online cheating, creating an equitable environment for online community. * I established company’s Twitter presence by creating the “@Digg2000” account. * I collaborated with product development and engineering teams to define, design and implement a suite of proprietary community management tools reducing costs by $80,000 annually.
Education
Seattle University
Bachelor of Arts, English Literature
Find leads like Jen
Origami finds your ideal customers across 15+ data sources with a single prompt.
Try Origami Free