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#HumansOfSupport is a storytelling series by Help Scout featuring support professionals sharing their experiences working in customer service.
Company Support

When I was younger, my part time jobs, college jobs and university jobs they were always service based, hospitality, cafes, and restaurants.

I used to really get a buzz out of going the extra mile, knowing that someone was having a really great time and I was part of that. So, after University I ended up as a community manager for a company in the UK.

It was customer facing, but didn’t have that same support role of making things better. I got made redundant in 2014 and thought hard about what I was going to do with my life and what was going to make me happy, when it clicked that customer support was a role that I could be good at and enjoy.

In my previous role, the company’s attitude towards customer support was very negative, and that the customer was more of an inconvenience. I knew I didn’t want that. But, when I came across my job now with Capsule, I knew as soon as I interviewed that this was going to be the right kind of place for me. They have the right attitude towards making things better for the customer, making things easier for the customer.

I’m still at the start of my support career, and it’s really inspiring.

Rachel Brocklehurst

Rachel works on the customer support team at Twitter.