I started as an electrical engineer and never quite recovered — through Matrox and Radialpoint, the itch was always to ship things people actually touch. A skunkworks project became SupportKit, SupportKit became Smooch, and Smooch became the messaging layer behind thousands of products before Zendesk acquired it in 2019.
At Zendesk I ran product for the platform that grew out of it. Since 2022 I've been at Ada as Chief Product & Technology Officer, working on what happens when customer service stops being a queue and starts being software. Along the way: an MBA I use more than I expected, an advisory seat at Bessemer, and a home base in Montréal I have no plans to leave.