Duplicator · Awesome Motive
Working across timezones
Across the full support lifecycle
6+ leading WordPress support
Turning support into a retention & revenue engine
Senior Support Team Lead for Duplicator at Awesome Motive, architecting AI agent workflows across the full support lifecycle and building teams that treat great support as a craft.
Support as infrastructure, not overhead.
AI agent workflows
Architecting agents across the full support lifecycle: intake, billing, disputes, technical resolution, retention and QA. Humans keep the conversations that need one.
Retention & growth
Every renewal, cancellation and failed payment is a relationship worth saving, not a ticket to close. Now extended into growth initiatives: turning what support learns about customers into content and campaigns that bring new ones in.
Team leadership
Leading and growing a senior support team with clear, outcome-driven plans, backed by quality and escalation standards to match.
Sharing what works
The AI skills and workflows built for Duplicator are shared with support teams across the company, so wins compound.
Real systems, shipped and used daily.
AI is not a side project here. I work alongside agents I have built every single day.
Multi-agent support team
A coordinated team of specialist AI agents covering triage, billing, technical troubleshooting, disputes, retention and QA, with a lead agent routing every case.
Became the foundation for agent systems used by other teams across the companyGuided troubleshooting engine
Log analysis, source code tracing and live site testing combined into one structured workflow that ends in an engineer-ready root cause report.
Multi-hour investigations become one guided sessionSelf-auditing documentation
Workflows that compare published help articles against the actual codebase and flag outdated content before customers find it.
Audits that took days of manual review now run on demandAI content pipeline
From rough idea to finished script, video and social posts in one flow, producing real marketing output on a weekly schedule.
From idea to published in one working sessionWhere I operate best.
AI & Automation
- Agent orchestration with Claude Code
- Multi-agent workflow architecture
- Prompt & context engineering
- LLM-assisted QA and evaluation
- AI content & documentation pipelines
Support Leadership
- Customer retention & churn prevention
- Escalation & quality standards
- Billing & dispute operations
- Growth initiatives & content strategy
- Team coaching and growth
- Cross-functional representation
Platforms & Craft
- WordPress ecosystem
- Duplicator · WPForms · Thrive Themes
- Technical writing & documentation
- Pre-sales consulting
- SaaS customer experience
Twelve years in tech, six leading WordPress support.
Senior Support Team Lead
Duplicator · Awesome MotiveLeading senior support for one of the most relied-on backup and migration plugins in WordPress. AI agent workflows, retention strategy, documentation and cross-functional representation.
Support Team Lead
Duplicator · Awesome MotiveRebuilt triage and saved-reply workflows, made retention part of the team’s job, and built the company’s first AI-assisted support workflows.
Senior Technical Specialist
WPForms & Thrive Themes · Awesome MotiveSenior technical consultant for complex plugin, integration and compatibility issues. Authored internal troubleshooting guides still in use today.
Technical Support Specialist
WPForms · Awesome MotiveFrontline technical support known for clear, patient troubleshooting that turned frustrated tickets into happy customers.
The earlier chapters
AIS InfoSource · Exxat · HCL Technologies · NYTPTeam lead, business analyst, senior analyst and software engineer across application support, UAT, ASP.net and PHP development.