Five years, one company, three escalating roles.
Every promotion tracked the same thing: taking on harder problems, and documenting the fix so the next person doesn't have to rediscover it.
Assigned as lead for FluentCart before its public release, contributing to the product's launch in October 2025, a product that had been in planning since 2022. Handle the majority of post-launch support and mentor the broader team.
- End-to-end pre-launch testing
- Diagnosing payment gateway integration failures
- Handling the majority of post-launch support
- Mentoring the broader support team
- Identified and documented critical bugs during beta
- Contributed bug fixes to the FluentCart codebase
- Authored user-facing and developer documentation
- Outstanding Product Launch & Outstanding Product Team, 2025
Promoted to build and manage a 7-member support team for Fluent Forms (700,000+ active installations), leading the team through the FluentCommunity plugin launch (Dec 2024 – Mar 2025).
- Built and managed a 7-person support team
- Led strategic direction for the Fluent Forms support team
- Trained and mentored staff, grooming new team leads
- Standardized workflows across the team
- Outstanding Support Team award, 2024
- Supported the FluentCommunity plugin launch
- Fostered a knowledge-sharing culture across the team
Covered Fluent Forms, FluentCRM, FluentSMTP, Ninja Tables, Paymattic, FluentAuth and FluentConnect, acting as co-lead for Fluent Forms and FluentCRM despite the Support Engineer title, and serving as core trainer for every new support hire.
- Supported 12+ WordPress products across the Fluent suite
- Co-led support for Fluent Forms and FluentCRM
- Core trainer for new support team members
- Wrote custom PHP and JavaScript workarounds
- Support Superstar of the Year, 2023 (individual)
- Best Product Team, FluentCRM, 2023 & 2022
- Best Support Team, Fluent Forms, 2022