Behind every support request is a person. In our Humans of Support series, we celebrate the people who inspire us. Today, we're featuring MaryGrace Fagen - Senior Customer Support Manager at Copy.ai.

Here's her support journey 👇

✨ How did you find yourself in a career in support?

My journey into support wasn’t traditional. With a biochemistry degree, I started in pharmaceutical sales but transitioned to support after having my daughter and seeking more flexibility. That change led me to discover my passion for working directly with customers and solving problems in real time.

💖 What do you love about it?

I love being on the front lines—where customer issues meet solutions. At Copy.ai, I get to channel feedback into action, flag bugs early, and help create a better experience for every user. Watching those changes make an impact is rewarding.

💥 How did what you were doing before impact your ability to be great in support?

Working at a camp for people with special needs taught me empathy, patience, and active listening—all essential skills for customer support. That experience shaped my ability to truly understand and connect with people. To give great support, you have to care about the customer.

🏅 Who’s someone you learned a lot from, and what did you learn from them?

My first support manager, Josh, taught me to lead with respect and listen to both customers and teammates. He was fearless in bringing feedback up the chain, and his ability to provide insightful advice shaped how I approach leadership today.

📣 What advice would you give to someone else who is considering a career change?

Find work that energizes you and fits the life you want to create. Support is perfect for anyone who loves helping others, solving problems, and building connections. When you’re passionate about what you do, balance becomes easier to find.

🏆 What company has recently really impressed you with the quality of their support?

Airbnb really stood out to me after I had a bad rental experience. Their team was compassionate, escalated the issue quickly, and conducted a fair investigation that left me feeling valued. They struck the perfect balance between empathy and action.