Basecamp is a project management platform that helps teams organize work, communicate effectively, and keep projects moving forward. It combines task management, collaboration tools, and team communication in a single product.

Provided email and Zoom-based support to customers, helping them navigate product features, troubleshoot issues, and get the most out of the platform. I focused on delivering clear, concise, and empathetic responses while maintaining consistency with the company's communication standards.

Worked closely with users to identify the root cause of technical problems, reproduce bugs, and document findings for the Engineering team. Escalated complex issues with detailed reports to help facilitate efficient resolution.

Supported HEY customers with account access concerns, including login issues, two-factor authentication recovery, and other account-related troubleshooting requests.

Handled customer service for Basecamp's online merchandise store, processing returns, refunds, and order-related inquiries through Shopify.

Help Scout • Braintree • Kibana