Customer Support Tooling

Dave is a banking app helping members avoid overdraft fees. During hypergrowth (200K → 4M+ users), support needed to resolve member issues at scale — growth made it urgent, but the broken part was agents lacking fast, safe access to account data in the tools they already used. I joined as a Full Stack Engineer and was promoted to Senior Front-End Engineer within seven months.

Title

Full Stack Engineer → Senior Front-End Engineer

Context

Joined during early hypergrowth; promoted within 7 months.

Scope

Internal support surfaces — Zendesk integrations, member account actions, and support workflow automation.

Support agents worked in Zendesk but couldn't see Dave member and bank-linked account data in that view — and members who needed a pause were churning instead.

• Zendesk customer data modules

  Problem

  Support lived in Zendesk but couldn't see member and account data in the view they used all day.

  Fix

  Custom JavaScript modules embedded in Zendesk surfacing customer and account information inline.

  Result

  Agents diagnosed accounts without leaving Zendesk or waiting on engineering for basic lookups.

• Pause and unpause accounts

  Problem

  Members who needed a break were churning instead of pausing.

  Fix

  Built pause and unpause flows for member accounts.

  Result

  Members could take a break without fully canceling — better retention than hard churn.

• Ticket automation

  Problem

  Customer tickets were handled slowly and by hand.

  Fix

  Automated scripts for ticket handling.

  Result

  Faster response times for common support workflows.

Dave reached unicorn status and 4M+ users during this period — company outcomes, not mine alone. I shipped support tooling that let agents see account data inside Zendesk, pause/unpause for retention, and ticket automation — and helped scale hiring through 50+ interviews.