Heather Merrick

Background

About Heather Merrick

I’m an empathetic, customer-focused team leader with an entrepreneurial spirit. I have 10+ years of experience building efficient teams and support operations for quickly scaling startups, including Stripe, Tumblr, and Airtime. I have several years of experience working remotely, collaborating effectively with global teams. My skills include team management, customer support, user research, customer experience, knowledge base management, content strategy, communications, and trust and safety policy. Some achievements of which I’m proud:* As an early Stripe employee, I mentored and trained support specialists as our team quickly grew.* Quickly scaling Airtime’s Trust, Safety & Support team during the start of the COVID-19 pandemic.* Implementing help desk software, user-facing documentation, onboarding and training plans, and internal support processes from scratch at multiple startups as the foundational support hire. I love to help people, whether that's community members, users, direct reports, or peers. I'm a supportive team manager who enjoys nurturing employees' overall career growth. I enjoy working cross-functionally with engineering, product, and design teams to collaboratively develop data-driven improvements to the customer experience. I'm also passionate about building safe and welcoming online communities with strong moderation policies.