It was 2021, smack in the middle of the pandemic. The world was upside down, but somehow, I was at the pinnacle of my career. Head of Customer Support at a startup that was making waves.
I thought I’d made it.
I’d spent nearly 20 years grinding. My first job was answering phones as a 17-year-old call center agent, earning just enough to cover gas and lunch money.
Fast forward five years, I was running a Virtual Services Corporation that scaled to 250+ remote agents in less than a year. A few years later, I’d climbed the ladder, managing teams and building customer support systems.
By the time I reached that Head of Customer Support role, it felt like everything had paid off. I’d finally hit “success.” Or so I thought.
Then came the request that flipped my world upside down.
My boss called me into a meeting:
“We’re migrating the entire support team to Intercom. You’ll lead the project.”
For context, I had never led a migration before. Didn’t know the first thing about Intercom. And we were in the middle of a pandemic.
My first thought: “This is going to be a disaster.”
My second thought: “I don’t have a choice.”
So, I rolled up my sleeves and got to work. Late nights, early mornings, and a crash course in support automation. I dove into workflows, learned how to integrate systems, and figured out how to design a customer experience that didn’t just work—it wowed.
That migration was a turning point.
At first, it was just survival. But somewhere along the way, something clicked. I realized I wasn’t just moving data from one system to another—I was building a better way to serve people. I was automating processes to free up time for actual human connection. I was creating solutions that didn’t just solve problems but prevented them from happening in the first place.
By the time the project wrapped up, I wasn’t the same person who started it. That migration unlocked something for me. I didn’t just want to manage customer support—I wanted to change how people thought about it.
The Bigger Picture
Let’s rewind to early 2020. The world shifted almost overnight. Businesses went remote. Entire industries redefined what it meant to “connect” with customers. And then AI came charging onto the scene, flipping the script yet again.
Here’s the hard truth no one likes to talk about:
Most people didn’t get the chance to adapt before the AI wave hit.
Skills that were “nice-to-have” yesterday became “must-haves” today. And if you didn’t figure it out fast enough? You got left behind.
That migration project saved me from being blindsided. It gave me a year’s head start to understand AI, automation, and the future of customer support. And once I realized how powerful those tools were, I knew I had to do something bigger.
Why I Built MyBrandBot
In 2024, I took a leap. I launched MyBrandBot, a company built to give people the head start I was lucky enough to get.
It’s not just about implementing Intercom (though we do that, too). It’s about creating a roadmap—a human-centered guide—for adopting AI in a way that makes sense.
Because here’s what I believe:
AI isn’t here to replace people. It’s here to empower them.
But only if we do it right.
So that’s what MyBrandBot is all about. Helping teams, leaders, and professionals navigate AI without feeling overwhelmed. Teaching them how to automate the boring stuff so they can focus on the work that actually matters. And giving them the tools to stay ahead—no matter how fast the world changes.
If you’re just starting to dip your toes into AI, or you’re a leader wondering how to scale your business without burning out your team, I’ve got you.
The learning curve is steep, but it doesn’t have to be lonely.
And who knows?
That impossible project you’re staring down right now?
It might just be the thing that changes everything.
