Hi, I’m James · Support & operations
I lead a remote customer-support team in travel insurance. I improve day-to-day operations, test system changes, and build useful things on the side.
Built outside my day job
Information about Heartopia was scattered, so I made one place where players can find an answer.
I planned, designed, built, and launched Build Heartopia myself. I continue to test it, correct information, and maintain it.
Experience
My work is practical and people-focused.
I coach and train colleagues, interview candidates, review quality, and help people work through difficult customer situations.
I handle escalations, troubleshoot recurring problems, and improve processes when the same friction keeps showing up.
I test system and workflow changes before and after release. I have also helped test and support a customer-support platform migration.
Earlier in my career, I worked in operations, inventory and logistics, and retail leadership.
I’m looking for support or operations leadership roles that involve implementation, onboarding, system change, user acceptance testing, or operational quality assurance.
More about my experience