Projects
Selected projects across support operations, QA, knowledge management and workflows using AI.
Running a knowledge base with 600+ articles for a SaaS product
I built and maintained a knowledge base for a SaaS product, with guidance for customers, support staff and the company’s AI.
Building a support quality system from scratch
I built a support QA framework from zero, then used real ticket and chat reviews, calibration and coaching to turn it into a shared operating standard.
Designing a review workflow with AI that does not guess
I designed the rules, review flow, training and coverage for a site review process using AI that handled 30+ reviews a day.
Remote Support Training System
How I designed training for a remote support team around learning on their own, practice, coaching and solving problems independently.