From Help Desk to Product Management: A Leap into Innovation

After my tenure in customer service, I made a significant career move into a startup that was transforming the way we interact with technology. This transition from a structured environment to an innovative ecosystem was both challenging and fulfilling. My new role in product management allowed me to merge my customer understanding with the actual product development, presenting a myriad of new challenges and opportunities.

One particular project stands out: we were developing a mobile app aimed at simplifying task management for busy professionals. Through user interviews and rapid iterations, we honed our ideas and saw them come to life, positively impacting our users. Witnessing the tangible results of our hard work was incredibly rewarding.

Customer Service: A Habit and Attitude

Customer service is more than just a job; it's a mindset. From my time in hotels, working in banquet services, restaurants, and front services, to my current role as a lecturer, my students are my customers. I share my knowledge and experience to deliver memorable customer experiences. It’s not just about hearing complaints; it’s about understanding customer needs and expectations.

The Journey: Technically, No Role is Without Customer Service

Although some roles may seem far removed from traditional customer service, every job has its customer-related aspect. The habit and attitude towards service are what matter. For instance, when I worked in hotels, I was constantly interacting with guests. Similarly, as a lecturer, every lesson and interaction with my students is a form of customer service.

There was a point in my career when the relentless nature of customer complaints took a toll on my emotional well-being. It felt like a never-ending spiral that depleted my emotional bank, leading me to seek a change. The product-related job in customer success provided a broader scope, involving hosting seminars, launching events, and addressing technical issues with clients. While it was more interesting, it still involved dealing with negativity.

The Ups and Downs of Customer Success

My most recent job was accommodating services to partners, such as hotels. This role was incredibly fun, but with the advent of the pandemic, my employer had to scale down and conduct mass layoffs. Despite the sadness, the experience was enriching. Now, I am contemplating my next move, which could be in customer experience and analysis. This realm interests me as it combines both the qualitative and quantitative aspects of customer satisfaction.

My journey from a help desk to product management and beyond highlights the importance of adaptability and a growth mindset in today's ever-evolving job market. Each role has contributed to my professional development, and I am excited about what the future holds.