01 / EXPERIENCE
Customer experience
Look beyond the immediate question to understand the person, the problem, and what a useful resolution really looks like.
Customer Delight Manager · 9.5+ years of experience
Better customer experiences start with understanding people.
I work at the intersection of customer experience, team leadership, documentation, and technology. Over the years, I’ve learned that better outcomes come from understanding the real problem, making knowledge useful, and helping people work together.
What shapes my work
People first. Better systems follow.
My work has taught me that customer delight is rarely one big gesture. It’s the result of clear communication, thoughtful processes, and teams that care about getting the details right.
02 / PEOPLE
Team leadership
Help people align around shared expectations, build trust, and solve difficult problems together.
03 / KNOWLEDGE
Documentation
Turn product knowledge and recurring customer questions into clear, practical guidance people can use.
A good customer experience is not just about solving today’s problem. It’s about making the next step clearer, too.
Career so far
Experience that keeps teaching me.
A career is more than a sequence of titles. It’s the perspective you build by working with customers, teams, and products over time.
2017 — 2019
Building a technical foundation
Started in customer service and software development, learning to understand both the people using products and the technology behind them.
2019 — 2020
Bridging technology and customers
Moved into technical support, bringing problem-solving and clear communication closer together.
2020 — Present
Customer Delight Manager
Brainstorm Force
Today, I work with the eLearning group at Brainstorm Force, bringing together customer experience, team leadership, product knowledge, and documentation across the WordPress ecosystem.
Our group works on SureDash, SureMembers, Presto Player, and the new Presto Capture.
A few lessons from the work
Built through people, problems, and practice.
01 / DOCUMENTATION
Making a major documentation revamp happen
Early in my documentation journey, I helped lead a team of two or three through the substantial work of revamping Astra’s docs for version 2. It taught me how much clear, useful documentation matters when people are trying to get things done.
02 / TEAM LEADERSHIP
Creating the conditions for a team to work well
I led a support team of around 15–20 people and helped create a balance between clear expectations and trust. Each team member had a daily ticket target designed to be challenging but motivating, with room to go above and beyond. Leads reviewed tickets weekly or biweekly, then shifted toward case-by-case reviews as agents grew in the role and demonstrated consistent judgement. The goal was accountability that helped people develop—not micromanagement.
03 / CUSTOMER EMPATHY
Learning to hear what users really mean
Working across development and support for UABB was a turning point. I learned to look beyond the words in a support request, understand the pain point underneath, and bring technical knowledge, empathy, and timely problem-solving together.
Notes from the work and life
Ideas worth sharing.
Customer experience
Customer Support Solves Problems. Customer Delight Builds Trust.
WordPress community
What Three Days at WordCamp Asia 2026 Taught Me About Showing Up
Life & fitness
What Healthy Living Actually Looks Like (At Least for Me)
Beyond the job title
Curious about people, products, and the world outside work.
Writing is one way I make sense of what I learn. Outside work, health and fitness, long walks, and discovering new places remind me that good experiences matter everywhere—not just on a screen.