I’m a regular reader, occasional writer, and amateur photographer.

Since 2010 I’ve worked as a Happiness Engineer at Automattic, where we make great products for the web. I’m also an advisor to Support Driven and you can find me active in that Slack community. My interest in journalism first led me to tech; and during those days I helped keep CoPress running as its Hosting Director.

I firmly believe that customer support can be a career. In the past I’ve written about how stressful customers are an opportunity, how drawing territories around work is unhelpful, and how there’s risk in calling something “easy” to use.

Every other week I publish a newsletter about the craft of support. You can learn more in the intro post, browse the archives, and subscribe below.