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. 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 Internet Corporation for Assigned Names and Numbers (ICANN) and registry compliance surface, and a multi-partner reseller program, including domains resold through Google Workspace and Google Cloud. Co-authored and delivered the ICANN registration-data-policy rollout across eight registry-partner phases, on a contractual deadline, and ran the customer-communications campaign behind it: millions of recipients, inside the service-level agreement (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. Favorable customer satisfaction (CSAT) moved from a roughly 30 to 72% band into a roughly 68 to 86% one. In a 2022 async pilot, 99% of conversations closed within three days against an 85% benchmark. In 2023, 100% of tickets met the 72-hour SLA. 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 quality assurance (QA) and Product Support Lead for Unfold: the first lead role, and where designing the support work began.
2018–2019
Customer Advisor, then the Senior Advisor track · Squarespace
Front-line support across scheduling, billing and domain migrations. The domain work starts here, 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 to leave the person able to answer the question themselves.
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
Every domain registrar is bound to ICANN's policies by its accreditation contract, and the 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, and Communications Lead on the campaign itself.
Co-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. Coordinated daily across the teams involved, and audited the full set of supporting documentation behind the change.
All eight phases landed on the contractual deadline. The campaign behind them ran 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 customers were asking, no structured way to take a question in, and an email-only support model that was expensive to run.
Product Support Lead for Unfold and Bio Sites at Squarespace, owning support and quality assurance for the acquired app and the staffing model underneath it.
Built the function from a blank page. Replaced the email-only intake with a diagnostic form decoupled from app releases, so questions arrived structured and the form could change without waiting on a build. Stood up the first support analytics the product had. Wrote the fifteen-module training curriculum, the dedicated-team staffing model, the billing-platform migration playbook, and the outage and incident communication procedure.
Interactions to resolution fell from five to three, and in a 2022 async pilot 99% of cases closed inside three days against an 85% benchmark. Favorable CSAT moved out of a roughly 30 to 72% band and into a roughly 68 to 86% one. In 2023, 100% of tickets met the 72-hour SLA. New agents reached full volume in a week, on a net-neutral cost model. A team outcome, with the architecture underneath it authored personally.
Turning country-code compliance from a fire drill into a routine
2025–2026
Every country runs its own domain extension, and every registry behind one sets its own data requirements, audit cycles and disclosure rules. With no system underneath them, each request gets answered from scratch, and compliance becomes a run of emergencies with no memory between them.
Product Support Lead for the domain registrar, operations and compliance, at Squarespace, and the named subject-matter expert for the area and the live escalation point of contact across product, engineering, legal, business development and external partners.
Authored a reusable compliance and outreach workflow that any registry request could be run through. Set recurring monthly audits of registrant data. Traced the root causes behind the friction at several registries, including a gap in the interface around the Italian tax-code field, the Codice Fiscale.
A repeatable program with a live audit pipeline that runs on a schedule.
Getting two companies onto one support playbook after the Google Domains handover
2024–2025
Squarespace's acquisition of Google Domains moved more than nine million domains by July 2024, and left billing with Google while the registrar became Squarespace. A customer with one problem now had two companies inside the answer, and neither had a shared playbook for it.
Product Support Lead for Domains at Squarespace, and the support point of contact into Google on the resold-domain model.
Authored and ran scenario-based joint sessions with Google, walking both support organizations through the cases customers would actually bring. Established a shared support channel between the two companies, and co-designed the partner escalation plans behind it.
Google committed to update its own support playbook as a direct outcome, and a registrar-partner data-minimization change followed downstream. Squarespace was named the point of contact for Google-side domain support questions. Shared ownership across the product support leads, with the support side structured personally.
Building the operations brief that assembles itself
2025–2026
Registrar operations throw off signal across a lot of separate systems (support queues, partner threads, product changes, legal changes), and nothing joins it up. Done by hand, that synthesis grows with the scope it serves, until it caps how many programs one owner can carry.
Product Support Lead for the domain registrar at Squarespace, covering registrar operations, compliance and the reseller program.
Designed and built a multi-agent operations tooling system: scheduled agents that gathered signal across the systems the work touched and fed an automated daily operations brief. Piloted it personally, inside a single workflow.
During the pilot, the synthesis once done by hand arrived as a daily brief. That widened the scope one person could carry across several programs and partners. The pilot ended with the role in July 2026.
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 program and operations roles, especially the work between the teams that ship a change and the people it lands on. 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, or a domain problem nobody wants to own.
Start a note I respond within two business days.