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Support lead

Sam Rivera

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87 / 100

Led a support team, fixes causes rather than symptoms and explains things simply. Worth a second conversation about managing larger teams.

Transcript

Interviewer

Tell me about the work you've done that best prepares you for this Support lead role.

Sam Rivera

I ran a support team of six at a payments company. I took over the escalation queue, and I rewrote our escalation steps after the third repeat ticket, then tracked whether they came back.

Interviewer

Describe a hard problem you solved at work. How did you decide what to do?

Sam Rivera

Refund tickets kept bouncing between two teams. I sat with both for a day, mapped where each ticket stalled, and we gave one person the final say on refunds under a set amount.

Interviewer

How would you explain something complex in your field to someone new to it?

Sam Rivera

I start with what the customer sees, then work back to the system. I show one real ticket from start to finish before I explain any of the rules.

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