Musings of a K–12 EdTech Rookie

I am an expert in Customer Support. I’ve spent decades perfecting systems for managing CX teams for software companies large and small. In certain small tech circles, my name is synonymous with “Support.”

This entire site is designed around that premise, yet here I am: launching into a new (adjacent) career as a technology leader in a virtual K–12 education.

There’s a metric ton of overlap in the skillsets, but at the same time I have the constant low hum of excitement at this being (in several significant ways) something totally new.

Just like I did the last time around the career pivot, I’m committed to learning in public.

I’ll be timidly (and perhaps eventually confidently) stepping out into issues that face edtech leaders and practitioners.

This space will still be about Customer Service, and specifically about technical support. I’ll still be musing about how to build thriving teams of product and service experts. But I’ll also being venturing out into a field I professionally know nothing about: inviting dialogue, looking for my people, and doubling down on creating systems that create space for kids to experience first-hand the thrill of learning things.

To be clear: these are MY thoughts, not those of my new employer, so I’ll be leaving out specifics except where necessary to discuss the issue.

I’m inordinately excited to be the “new guy” again, and to put real action behind the premise I’ve been preaching for years: it’s all Customer Service.

Want to read the story of the conference that solidified my pivot? I posted it on my personal blog.