Working in CS made me a worse customer

I’ve been working in the Customer Support / Custom Service realm now for well over a decade. During that time I’ve learned and worked on becoming more empathetic and understanding on customers. I’ve learned how to understand what customer’s...
It doesn’t count unless it’s in print…

It doesn’t count unless it’s in print…

Today I received a pleasant surprise, a book! That’s an odd thing for me to say, seeing as how I don’t really enjoy reading and rarely dive into books. This was a little different though. A few years ago, while I was still working at FreshBooks – a...
What’s it like to be a Happiness Engineer?

What’s it like to be a Happiness Engineer?

This time last year I was working at FreshBooks, but now I’m realizing it is my 9th month working at Automattic and I can’t believe how fast it has gone. Our Grand Meetup, which happened just after my hiring, is only 3 months away. In the past 9 months, I...