Stephen Nock

Freelance Coach and Teamwork Facilitator As a coach, I work with individuals who are craving security and want to achieve professional impact. You might be scared, lost, nervous, unsure, stuck, hesitant, or hesitant how to proceed with your work. I also support company leaders to create workplaces where employees can thrive and do their best work.

Customer Support and Partnerships Manager: I set up all customer support tools and processes and supported the global users of Oxa, a revolutionary smart breathing coach.

Customer Experience Team Lead - I organized and documented the processes that Ada follows to monitor for safety and quality issues in its medical device, in order to deliver repeatable customer service that could scale to thousands of users.

I was hired as Head of Customer Service but primarily explored and communicated potential uses of Quantica’s new technology before market entry.

Formlabs manufactures 3D printing systems. My role evolved as the company grew 10x. I scaled and managed customer service from 10 to ~30, standardized new product trainings for 30-100 people, and later hired and coached distributed technical writing and localization teams.

Alongside daily marketing and sales work, I advocated for an educational platform, prepared the winning Buckminster Fuller Challenge application, and ultimately secured the first funding and business framework for Ecovative's Grow-It-Yourself platform. I completed my bachelors and masters degrees while remaining an integral team member across many projects.

I facilitated product and process documentation as well as training for employees I managed, as well as other colleagues, in all my previous roles. Today, my work is centered around being an external training facilitator.

I've managed teams from 2 to 30 and would be happy to support you in understanding and overcoming your management challenges. I've also built a course for new managers.

I like to say that the customer isn't always right, but the customer always has a right to be heard. I'm mostly familiar with email-based support in Zendesk, and help center configuration (+ the technical writing), but happy to discuss other challenges and share my experiences.

How do you take time to hear the customer, as well as share those sentiments in a way that it will be heard throughout the organization? In my previous roles, I ran monthly and quarterly programs to solicit and advertise customer feedback.

Experience at with SaaS/"AI"-based symptom assessment, including a CE audit, at Ada Health and with a wearable biometric monitor at Oxa/Nanoleq

Supported 3D printing hardware, software, and materials at Formlabs, as well as preparation for support at Quantica

I've worked with Zendesk on/off between 2014 and 2024