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

I’m the Head of Artificial Intelligence at Automattic, where we make great products for the web. I joined the company in 2010 as a Happiness Engineer and continue to lead our customer support teams across the company. 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.