Sabrina Gordon

G2, Chicago, IL

Product Data Analyst

January 2019-present

Joined G2 as the first Product Data Analyst which included defining the role and responsibilities, expanding on existing data, and ensuring we have all the data we need to make product decisions
Defined product metrics and strategy alongside the CPO. Reevaluated these every 6 months and updated based on results and company strategy
Researched, purchased, and implemented tools to define a tech stack for the product team (including Amplitude, Chartio, and Metabase)
Trained product managers, engineers, and designers on using both the analytics tools and the data that can be accessed within them

Intercom, Chicago, IL

Manager, Customer Support (Sep 2017-Jan 2019)

October 2016-January 2019

Managed and led a team of 8-10 Customer Support Reps and Customer Support Engineers, running weekly 1-1s and team meetings
Mentored other Managers and Associate Managers on the global support team
Led regional and global initiatives to improve team performance and efficiency
Led CS team strategy for project management within the organization
Worked cross functionally with recruiting on both hiring ICs and the process for doing so
Worked cross functionally with product and enablement teams on supporting CS during product launches

Senior Customer Support Lead (Oct 2016-Sep 2017)

Managed and led a team of 8-10 Customer Support Reps and Customer Support Engineers, running weekly 1-1s and team meetings
Led the opening of Intercom's first 'remote' office, which included finding an office space and hiring all Chicago employees
Developed a communication channel in slack to keep the global cs team up to speed on need to knows for working in the inbox daily
Spoke on behalf of Intercom at our World Tour and other external events

Intercom, San Francisco, CA

Customer Support Lead (Nov 2015-Oct 2016)

January 2014-October 2016

Became the first 'middle manager' on the support team, hiring and leading a team of 8-13 Customer Support Reps and Customer Support Engineers
Shaped and defined the role of Customer Support Lead for the global CS team
Helped hire and owned onboarding for the second Customer Support Lead

Senior Customer Success Engineer (May 2015-Nov 2015)

Mentored and onboarded and helped hire all CSEs and CSRs on the support team in SF

Customer Success Engineer (Jan 2014-May 2015)

First front line success engineer for Intercom's NORAM customers
Troubleshot customer issues and advised on best practices
Surfaced customer feedback and requests to the product team

Real Software Systems, Cambridge, MA

Technical Consultant

July 2013-December 2013

Configured customer specific statement and calculation engines in Alliant, a proprietary software for rights and royalty management
Troubleshot both customer and internally reported issues
Rewrote and enhanced important internal tool in Visual Studio that allows quick and easy queries of current client configurations (C# and WPF)

Tufts University, Medford, MA

Research Assistant at the Center for Engineering and Education Outreach

January 2013-May 2013

Developed iPad app in javascript and HTML5 Canvas
Working with education professor to create an app for high school vector geometry
Creating a check-in check-out system using QR codes (in Ruby on Rails) to track student attendance

Peer Teacher

September 2012-December 2012

Co-taught a freshman seminar on the impact of social media for 14 students
Designed and prepared a 13-week syllabus
Acted as an orientation leaders for the 14 freshman students

Mathematics Grader

January 2011-December 2012

Graded students’ homework in pre calculus (60 students) and discrete mathematics (25 students) courses 3 times a week
Recorded grades and gave professors regular updates on students’ progress