Funko Inc.
Customer Support Specialist · Digital Division (NFTs & blockchain products)
Speed & volume
Maintained a 15-minute average ticket resolution time across billing, shipping, and identity verification — and held that pace through release-day surges on a digital product line where one bad launch hour shows up in CSAT for a week.
Web3 & digital fluency
Front-line support for NFTs and blockchain-based assets — wallet flows, on-chain transaction questions, identity verification in Persona, and the customer-side translation work that only-Web3 teams usually have to invent from scratch. I also did some minor QA work, digging for bugs that would even minorly affect the site-use experience.
Systems & documentation
Owned the team's Zendesk macros and workflows, processed refunds in Stripe, ran shipping flows in ShipHero, and built the Notion knowledge base still used to onboard new teammates. The kind of un-flashy work that quietly cuts handle time.
Product/shipping experience
Worked within Funko's internal systems to reship damaged product, helped manage critical shipping issues directly with our warehouse and shipping service, and helped develop alternate solutions for extreme cases where reshipping wasn't a possibility.
Graduated summa cum laude from NYU with a BA in History and a BFA in Dramatic Writing — a background that mostly shows up now as the ability to explain a refund policy without sounding like a refund policy. U.S. citizen — no visa sponsorship required.