What do the career path and day-in-the-life look like for a Customer Support Manager at Privy?
We connected with Jessica Fishman to find out!
Also, Privy is hiring! Check out the company’s job openings on the list to the right.
Where did you grow up? What did your parents do for work?
I moved from Bellingham in 3rd grade and grew up in Framingham. My mom works for a family run business called 21st Century Biochemicals and my dad works for an accounting firm.
Where did you go to college? What did you study and what were some of your initial jobs out of school?
I went to Mass Bay Community College and took various Business Administration courses, but expanding my skills through experience has been the driving force in my career. In terms of what started me off in this industry, it started with the excellent leadership and training I received at Constant Contact. I started as a Customer Support Representative and worked my way up to an Interim Senior Support Representative role where I learned how to handle escalated customers and help my colleagues develop their profession. I then moved on to join the Privy family where I have continued to grow into a Customer Support Manager position and expand the Support team here!
What has attributed to your success thus far and has helped propel you to the position you have now?
I can honestly say, that had it not been for the managers that I’ve been lucky enough to report to, I would not be where I am today. I attribute most of my success to the people who believed in me and pushed me forward. My history of customer service and management has given me the ability to see things from a customer perspective but also from a team perspective. I’ve had a great example of leadership in previous jobs that helped shape the person I am today.
Can you share the high-level responsibilities of your current position as Support Manager at Privy?
I have three goals as a Support Manager, first and foremost is to create pathways for my team's professional development next is to interview and hire great people to join our support team and third is to be a liaison and advocate for Support to all of the other departments within Privy.
What are books are you currently reading?
How to Win Friends and Influence People by Dale Carnegie
Let Go of Whatever Makes You Stop by John Mason
Blink by Malcolm Gladwell
The Art of Persuasion by Bob Burg
Make Your Bed by William H. McRaven
Day in the Life
Coffee, tea, or nothing?
Coffee! Coffee! Coffee!
What time do you get into the office?
Typically I arrive at the office around 9:00 AM with plenty of coffee and a Morning Glory breakfast sandwich from The Kitchen Cafe.
What are three things that motivate you in your role?
Our customers’ success
My team members success and growth
Helping grow and expand a go-to solution for eCommerce merchants
Every day is different, but can you outline what a typical day looks like for you?
Wish the team a good morning!
Start of day numbers recorded
Check Support volume / trends
Answer follow-up tickets
Work on side-projects
Check-in with team
Be a resource during the day for questions / help
Check Billing Disputes and Compliance Imports / Spam
Work on customer inquiries and manager escalations
Occasionally have midday meetings or development sessions
End of day volume recorded
What time do you usually head out of the office?
Between 5 and 5:30 PM usually.
Do you log back in at night or do you shut it down completely?
I don’t know how to stop working, my notifications are always on, I tend to log out and check back occasionally to make sure things haven’t exploded.
Any productivity hacks?
Plenty of sticky notes!
What are the 3 apps that you can’t live without?
The three applications I can’t live without include:
1. Slack which I use daily for internal communications and team check-ins.
2. Bear which I use to store information about our product, integrations, processes, and customer-facing verbiage.
3. Snagit is used on the daily to provide helpful screenshots, video clips and other various captured content used for help documents.
What professional accomplishment are you proudest of?
Highest of High-Fives Award
I’m proud of the Support team here at Privy.
Who do you admire or call upon for professional advice?
My father, who has always been my rock.
Images courtesy of Jessica Fishman and Privy