When I joined Qualia in the fall of 2018, it was my first job out of college. I had studied economics, and while I didn’t have a specific career in mind, I knew I was interested in working with data. During my interviews, I was pleasantly surprised to hear that Qualia invests heavily in the career growth of its employees (especially those who are junior). I learned that they focus on the strengths of their team members and aim to understand where we can have the most impact. With that in mind, I took a role as a Customer Support Specialist, excited to see what it might lead to.

Customer support ended up being the perfect place for me to start out, mainly because of its organizational complexity. I’ve always prided myself on being a fairly structured person, and I began to see CS as a puzzle to solve. I thought a lot about how our various tools intertwined and how different team processes affected one another. In particular, I was really interested in figuring out how we could build better data.

The company didn’t have an operations function for customer support yet, but it turned out I was making suggestions for operational improvements all the time. When Qualia finally opened up an Operations Specialist role, I immediately reached out to the hiring manager to express my interest. They recognized all the work I had done for customer support and thought my curiosity and analytical nature made me a great fit for the job.


Transitioning from a Customer Support Specialist to an Operations Specialist was a major change. There was so much I needed to still learn, which meant I spent most of my first few months digging deep into documentation and taking online courses. Even just figuring out the ins and outs of Salesforce—understanding the jargon, learning how to build the right types of reports and dashboards—felt like a large task. Thankfully, though, I had an incredibly patient manager who helped me better understand the role.

Nearly two and a half years later, I’m now an Operations Manager on the Technical Operations team. We’ve grown to nine people, with billing, engagement, and technical functions. My role has also evolved as I’ve learned the ropes and settled into the world of operations. Today, I spend a lot of my time mentoring and training new employees, as well as thinking about strategic projects for the team.

If I hadn’t joined Qualia, I’m not sure which direction my career would have taken. I’m so grateful to have a leadership team that’s willing to take a chance on its employees. Looking to the future, I’m excited to continue building out the operations function, expand my analytical skills, and become more familiar with data science.

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