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Focused on reducing support friction through a centralized documentation system, in-app help, internal knowledge systems, and global growth processes. These efforts consolidated fragmented resources, achieved significant efficiency improvements, standardized repeatable workflows, and created scalable self-serve paths that lowered dependency on reactive support and improved quality.
Reduced documentation text by 33% and scaled multi-language self-serve support globally.
Created centralized Notion tooling that aligned products updates for non-devs and accelerated cross-team release cycles.
Placed contextual help on the home screen and in the creative editor to scale self-serve support and manage change.
Enabled divergent problem-solving with automated skill tracking system; built standalone site ensuring continuity during Learning Management System (LMS) failure.
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