Impact at Webflow

The Problem

Customers who lost or didn't receive their account verification email had no way to resend it themselves — the only path was contacting Support. This generated nearly 1,200 support tickets a year, and customers sometimes waited up to 48 hours for a resolution.

The Solution

Identified the recurring pattern in the ticket queue and partnered directly with the Director of Engineering to design and ship a self-service 'resend verification email' feature in the customer Dashboard, removing Support from the loop entirely.

Verified Business Impact

• Recurring ticket category dropped by approximately 99 tickets/month
• Eliminated up to 48 hours of customer wait time per request
• Removed nearly 1,200 annual support tickets from the queue
• Reduction validated during performance review using underlying ticket data

The Problem

Nonprofit discount requests required manual review, multi-step email chains, and inconsistent approval criteria. This created bottlenecks in the billing queue and inconsistent customer experiences.

The Solution

Collaborated cross-functionally with a billing teammate, engineering, and leadership to design and implement a self-service portal at support.webflow.com/resources/nonprofit-discount. Standardized approval criteria and eliminated manual review steps.

Verified Business Impact

• Reduced manual triage cycles for nonprofit requests
• Improved billing workflow throughput
• Enabled scalable, consistent discount approvals
• Freed agent capacity for complex billing issues

Live Proof

The Problem

Customer frustrations were surfacing publicly on Reddit and Discourse forums, often escalating before reaching formal support channels. Negative sentiment was spreading without official responses.

The Solution

Established a real-time signal detection workflow: monitor r/webflow and Discourse → triage by urgency (billing loss, bugs, product confusion, crises) → post public de-escalation responses → route escalations to appropriate teams → feed community signals to product planning.

Verified Business Impact

• Crisis de-escalation before formal ticket entry
• Ticket deflection through public troubleshooting
• Revenue-focused billing advocacy
• Community signals fed directly to product planning

Sample Interactions

The Problem

During major platform outages and periods of coverage gaps, the queue needed a reliable owner and customers needed accurate status communication before Engineering had finished root-causing the incident.

Technical Investigation

Assessed live incident status and impact scope closely enough to verify that outage communication was accurate before it reached customers — distinct from Engineering's own root-cause investigation, which was still in progress.

Cross-Functional Collaboration

Worked directly with Engineering during live incidents to approve outage macros they could stand behind, and coordinated with the wider support team to keep the backlog moving during coverage gaps.

The Solution

Selected to a Tiger Team responsible for backlog coverage during gaps in team coverage, and trusted with incident-response authority — approving outage macros while Engineering investigated major platform outages.

Verified Business Impact

• Selected to Tiger Team clearing backlog during coverage gaps
• Trusted with incident-response authority to approve outage macros during major platform outages

The Problem

Webflow's certification program did not yet have a live-proctored exam format — the credential existed, but not a verified, live-administered way to earn it.

Technical Investigation

As interim Education Liaison, worked closely enough with the certification program's format and administration requirements to later deliver an OpsCast staff training presentation on certification administration.

Cross-Functional Collaboration

Originated and carried the live-proctored exam proposal as Education Liaison through to company-wide adoption, then trained staff on certification administration via an OpsCast presentation.

The Solution

Proposed the concept behind Webflow's first live-proctored certification exam.

Verified Business Impact

• Concept adopted and launched company-wide at Webflow Conf 2024
• Delivered an OpsCast staff training presentation on certification administration