I’ve worked with Automattic, makers of WordPress.com, for three and a half amazing years. The company, and its faith in me, have transformed me. A leadership coach recently encouraged me to start a learning journal to jot down all the things I’ve learned the past few years. I was astonished by the list, which included successfully leading a distributed team that spans hemispheres, speaking in front of large audiences, organizing events, and, along with 14 of my co-leads, helping scale the processes and operations of a globally distributed support team of more than 120 Happiness Engineers.

An opportunity fell into my lap a few weeks ago: an opportunity to join Support Driven, a small company that exists to serve a growing community of Customer Support professionals. At first I didn’t consider it. I had everything I wanted at Automattic: smart and funny coworkers, freedom to learn and grow…