Behind every support request is a person. Every Friday, we feature someone in support who inspires us. Today, we're featuring Lizzie Keiper – Insurance Support Operations at LevelUp Administrative Services. Here's her story 👇

💕 What inspired you to pursue a career in support?

I discovered in my first support role that my natural instincts for how to help customers were aligning with the industry best practices, and it really got me excited about the potential for growth. I realized that Support didn’t have to be a stepping stone to another department - taking pride in this work and speaking up on how much value good support brings to a company - can be transformational work personally and professionally.

🤯 What’s a surprising thing you recently learned from a customer?

One of my previous customers took investing in their people’s wellbeing so seriously that they extended this mission to the external partners they worked with by inviting us to join in for their mediation moments and self reflection exercises. It showed me how leading with your heart can truly work to strengthen shared core values.

✨ What’s your top tip for staying up to date with the product you’re supporting?

Make friends with the product managers :)

But really - stay curious and read all the documentation being shared about product updates: release notes, product briefs, spec sheets, training documentation, etc.

Regularly make time whenever an update happens to use the product you're supporting via a test account. You will learn ways to improve the level of support you give by gaining insight into the user’s experience and context around the tickets and questions that come into the queue.

✍️ What's your secret tip for staying productive?

First, accept the fact that you aren’t a machine, and you need moments to fuel and rest throughout the day.

Second, when you find your mind stuck or drifting when attempting to focus, I find it helpful to physically get up and go get some water or let my dog out or make a snack. It only takes 5-10 minutes, and I usually discover I’m ready to dive back into the work with a renewed sense of energy.

🥇 What company has recently really impressed you with their support?

Chewy - They have truly designed their customer service policies to put people first. They learn a beloved pet has passed away? They send flowers. Your dog ends up allergic to the treats you just bought? They credit/refund and ask you to please donate the treats to your local shelter! I have a high medical needs dog, and they have been absolutely lovely to work with to ensure Buddy gets his meds, food and supplies on time.