The Joy of Product Support
Tricia Hester
she/her
Product Support Leader | Educator | Customer Advocate
Welcome. I'm glad you're here.
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Join me as I explore the joy of and impact of building product support teams that provide an empathetic, solutions-based customer experience that delights users, reduces churn, and inspires loyalty.
Colleague Testimonials
Shayna Bauman
Product Manager @ Membean
"Tricia has a knack for turning support challenges into product opportunities. Working with her was a masterclass in turning user pain points into development wins. She brought user insights to the table with clarity and warmth, making cross-functional work feel seamless and productive."
Jen Golden
Product Support Manager @ Membean
"Working with Tricia Hester was a pivotal experience in my career. She fostered a culture of continuous learning and growth on our support team, always encouraging curiosity, collaboration, and development. Her mentorship and hands-on training shaped my leadership style and gave me the confidence and skills I rely on today in my own leadership role. I’m a stronger, more thoughtful leader because of her guidance."
In 500 Words or Less
Support Snapshots
Expertise Highlights
Analytical Problem Solving
User Empathy
Technical Acumen
Versatile & Adaptive
I leverage in-depth knowledge of the product and customer base to solve complex problems in the most impactful way. I see patterns and connections early that enable an effective response and help direct product and process changes that limit the scope of potentially widespread problems.
Understanding customers means taking the time to learn about their needs. User empathy means applying that understanding, so that it informs support approaches and processes. User needs should shape triage and escalation processes, SLA policies, and KPIs, so workflows and agent training are optimized to meet them.
I pick up technical skills quickly because I delight in playful exploration. If I don't now how to do it yet, I'm excited to learn. In my last position, I was the last wrung on the technical escalations ladder before an issue was sent to engineering.
My skills set is wide and deep. More upside down triangle than T-shaped. I'm highly capable at problem-solving, communicating. analyzing data, reproducing issues, creating solutions, advocating for customers, designing and implementing customer education, leading teams, and more.
