I’m Sandeep 👋! I lead customer support and operations, and I’ve spent the last decade-plus working on how to make support teams work smarter, not just harder. Most recently, I spent almost eight years at Automattic, where I grew from a Happiness Engineer answering support tickets into leading global operations for a 130+ person team. Along the way I got obsessed with the intersection of people and processes: forecasting demand before it hits, automating the repetitive stuff so that people can focus on the parts that actually need a human, and using AI thoughtfully rather than as a buzzword. I built an in-house forecasting tool using Claude, helped push AI-driven workflows to resolve the majority of incoming volume, and cut a persistent backlog by more than 80% — but honestly, the part I care about most is coaching people through that kind of change and watching them grow into it.
Before Automattic, I worked at Kayako and HackerRank, and before that, in IT support and business analysis roles that taught me how to translate what customers actually need into something a business can act on. This blog is where I write about the stuff I nerd out on: support operations, workforce planning, AI in CX, and the occasional lesson learned the hard way!
If you’re wrestling with a support problem whether it’s a messy backlog, a scaling headache, or something you can’t quite put your finger on yet, I’d love to hear about it and brainstorm, so feel free to reach out through Contact Form or LinkedIn.
Sandeep Kaur 
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