2025 was the year I stopped waiting for permission. Here's what happened when I went all in: 𝗔𝘄𝗮𝗿𝗱𝘀 & 𝗥𝗲𝗰𝗼𝗴𝗻𝗶𝘁𝗶𝗼𝗻 🏆 Front's Leadership Excellence Award 🏆 2x The Stevie® Awards Wi…



Sr. Director of Support @Front | Co-Founder @CraftCX | 2025 Customer Support Leader of the Year
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2025 was the year I stopped waiting for permission. Here's what happened when I went all in: 𝗔𝘄𝗮𝗿𝗱𝘀 & 𝗥𝗲𝗰𝗼𝗴𝗻𝗶𝘁𝗶𝗼𝗻 🏆 Front's Leadership Excellence Award 🏆 2x The Stevie® Awards Wi…

My favorite stat from LinkedIn's #YearInReview? How much I amplified others' ideas. Time to double down. Every Wednesday in 2026, I'm going dark on my own content. While everyone else is broadcastin…

I woke up at 4am every single day this year. Not for my job. For everything I wanted to build outside of it. Here's what it cost me. Skipped the gym for months. Worked through weekends...not always…

Support teams deserve a real break. Here's how we make it happen. 🎄 Front's offices close from Christmas to New Year's. Most of my team gets a full rest week. But just because you're on holiday does…

Steal the 10 skills that make you indispensable in 2026. 💎 I analyzed top performers at companies known for exceptional talent. The highest paid performers aren't just technical or just strategic.…

This is exactly what we need more of. Susana de Sousa is doing the real work here: sharing practical, honest lessons on modern support workflows and AI without the fluff or gatekeeping. If you’re a…
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