Escalations: Tracing Great Careers Back to the Support Queue

Katie Duck: From Barista to Support Systems Mastery

“At the core, I just really like helping people—that’s what keeps me in support.”

Neal Travis: Crafting a Career of Ownership and Opportunity

“I wanted to shape the customer experience on my own terms. When you realize you can build something from scratch, it changes everything.”

Christine Phu: From Support to Strategic Operations

“I didn't realize I could do this until something clicked—I had been solving operational problems all along.”

Andre Linde: Building leadership through curiosity and connection

“Set your ego aside, ask questions, and admit when you don’t know something. That vulnerability is key to growth.”

David Medina: Building Global Support from the Ground Up

“We’re no longer a cost center. We’re actually profitable—and that’s huge for support.”

Maring Eberlein: Building Customer-Focused Solutions

“Master the queue, then go make everything else better.”

Miles Goldstein: Let’s Build Something

“Have an opinion. Speak it with confidence and then sit down and listen.”

Welcome to Escalations