At Zapier, I lead daily workflow for a five-person team and handle complex customer, compliance, and operational cases. I manage 20–30 customer interactions and around 10 compliance or escalation cases each day, including account vetting, banning decisions, and unusual cases.
I'm the team's subject-matter expert and escalation point for compliance, account decisions, technical issues, and complex operations. I make independent decisions, approve customer account requests under internal requirements, and provide management coverage when the Operations Manager is unavailable.
Before becoming a Senior Operations Specialist, I supported Zapier's customer and operations teams with phone-number provisioning, KYC, Toll-Free and 10DLC operations, refunds, invoicing, ACH payment applications, vendor registrations, onboarding, and operational records.
Earlier, I provided direct executive and administrative support to two business owners, independently coordinating calendars, travel, correspondence, confidential information, clinic operations, and external communications. I also create AI-assisted workflows, business process documentation, and spreadsheet-based organization systems to make recurring work more efficient.
