As the Director of Customer Support at Code Climate, I lead and develop a global team of technical support specialists who provide exceptional service to our customers. I have over 18 years of experience in technical customer support management, and I hold a Supervisory Management Certificate from the University of Cincinnati. My core competencies include creating and implementing customer support policies and processes that align with the company's goals, streamlining ticketing systems and internal documentation, creating career paths and growth opportunities for my team members, and reporting on key performance indicators and business metrics to executive level stakeholders. I am also skilled in identifying areas of improvement and empowering my team to find and work on solutions. I am passionate about building and enabling teams of subject matter experts who can deliver high-quality support and knowledge sharing.