Career
Nearly fifteen years of my working life have gone into the translation layer between support, engineering and product — the one most companies never give a name. The work I end up with sits in the messiest, highest-stakes corner of a product, where there is no playbook yet and someone has to write one.
What I care about
I care about clarity in ambiguity, and about building for other people's independence. The test of a program I've written is whether someone else can run it once I stop explaining it. The other half of the job is taking what customers actually say and turning it into a decision that moves.
The through-line across all of it is systems that compound. A registrar compliance program, a household app, a Claude Code skill, a career playbook — the underlying skill is the same one: designing the system that does the work instead of just doing the work. I'd rather build the thing that still holds up once I stop paying attention to it.
2025 — 2026
Product Support Lead — Domain Registrar, Operations & Compliance · Squarespace
Owned support strategy for the domain registrar, its ICANN and registry compliance surface, and a multi-partner reseller program — including domains resold through Google Workspace and Google Cloud. Authored and delivered the ICANN registration-data-policy rollout across eight registry-partner phases, on a regulatory deadline, and ran the customer-communications campaign behind it: millions of recipients, inside SLA, zero incidents. Co-led the launch of the Website Reseller program in January 2026 — first partner live, no rollback.
2020 — 2024
Product Support Lead — Unfold & Bio Sites · Squarespace
Built support and quality assurance from nothing for an acquired mobile app, then for Bio Sites alongside it. Interactions to resolution fell from five to three. CSAT favourable rate moved from roughly 30% to roughly 86%. 99% of async conversations closed inside three days against an 85% benchmark, at 100% SLA attainment. Wrote the fifteen-module onboarding curriculum that took a new agent to full volume in a week — on a support model that ran cost-neutral.
2019 — 2020
Quality Assurance crossover · Squarespace
Cross-browser and billing regression testing, then named QA and Product Support Lead for Unfold — the first lead role, and the point where the work stopped being answering and started being designing.
2018 — 2019
Customer Advisor, then the Senior Advisor track · Squarespace
Front-line support across scheduling, billing and domain migrations — where the domain work actually starts, seven years before it became the title. Prolific knowledge-base contributor; 50+ public Help Center topics driven over the years that followed.
2016 — 2017
Quality Assurance & Customer Relations · Simple Finance
Compliance-heavy fintech support: customer disputes, data protection, and banking flows that had to stay compliant while staying usable. Represented Support in the QA of migrating support operations to Salesforce, then wrote and ran the training classes on the new tooling.
2014
Trust & Safety Specialist · Airbnb
Five months of host and guest dispute mediation, account-risk investigation, and phishing-prevention education. The first version of a thread that ran all the way to registrar abuse reports and phishing takedowns a decade later.
2011 — 2014
Sales Specialist, then Genius Bar Mobile Technician · Apple
Hardware and software support for iOS, and triage for Mac and iOS service appointments. The teaching sessions are the part that stuck: the goal was never to answer the question, it was to leave the person able to answer it themselves.
Certified
Certified Scrum Product Owner · Certified Scrum Master
CSPO and CSM.
The record
Five programs
Each one is written around the problem it started from and the structure left standing afterwards. Where an outcome belonged to a team, it says so.
Landing an ICANN policy change across eight registries and millions of domain owners
2025 — 2026
ICANN sets the rules every domain registrar has to follow, and its Registration Data Policy gave all eight registry partners a fixed date to change how registration data is disclosed. The customer campaign attached to that date had to reach millions of domain owners without overwhelming support or triggering a compliance incident.
Product Support Lead for the domain registrar, operations and compliance, at Squarespace — Communications Lead on the campaign itself.
Authored the master program covering all eight registry partners and owned the communications end to end. Staggered the sends in batches across about four weeks rather than releasing them at once. Coordinated daily across the teams involved, and audited the full set of supporting documentation behind the change.
All eight phases landed on the regulatory deadline, inside SLA, with zero incidents and no escalation peaks. Millions of domain owners were told what was changing, in batches, before it changed.
Standing up support and QA for an acquired app from nothing
2020 — 2024
Squarespace acquired Unfold, a mobile app used by creators, and what came with it was an email inbox. No data on what cust
Outside the work
I shoot 35mm around the Pacific Northwest — fog, moss, coast, empty roads, and the occasional cairn stacked and photographed before the tide takes it back. There's a house in South Tabor I'm renovating, slowly. I know the technical side of more creative processes than is strictly reasonable — radio, design, photography — which is most of the reason the tools get built at all.
Start a note
I'm open to senior operator, enablement and program roles. I'm also glad to talk if you're untangling something specific — a compliance program that needs a spine, a support function being built from nothing, a domain problem nobody wants to own.
Start a note I respond within two business days.