This is part of a series we’re doing to help people in our community get to know the person behind the chat screen. Say hi to Anna Brozek at @anna in the chat room.
Hi there! I’m Anna, I run the support team over at Big Cartel where we serve over 600,000 artists and entrepreneurs. I live in Salt Lake City, Utah with my husband (who also works at Big Cartel) and our 3-year-old daughter. We moved here 9 years ago from Phoenix to open a record store and decided to close up shop just over 3 years ago when our daughter was born. Big Cartel hired me at 9 months pregnant to be the #2 person on their Community team. After 2 years I got to move over to the Support Director position – now I’ve got a team of 7 and represent all things support-related on Big Cartel’s leadership team.
Out the door to drop 3-year old at preschool, I’d say I was running late, but truth is I’m always a little late in the morning, so this is actually probably the closest to on-time I’m gonna get. Today we’re working from the office (I usually work from home twice a week), so we head downtown to the office after grabbing some coffee.
At the office I meet a new front end dev candidate who is visiting SLC from Philly for an interview. This is the final stage of the interview process to do some code-pairing and have a full interview with our leadership team. Having a visitor in town always makes for a fun day at HQ.
After chatting with her a little I get to work on a few tickets that came in overnight in my personal queue.Then it’s time to prep for my 1:1/annual review with Rachel. She’s been with Big Cartel Support for 4 years now! I use Lighthouse to plan our chat after reviewing notes from our February 1:1. Her annual review is fun because she’s excellent at her job and I get to gush about how great she is then give her a raise. Not a bad way to start the day.
Wrapped up my review prep – now working on a few odds and ends. Suggesting updates to our help docs, answering random questions the come up in Slack, and catching up on emails that need some follow-up.
Review time! Since Rachel is in Texas and I’m in Utah we chat via Google Hangout. Lots of virtual high fives and hugs.
A few more odds and ends. Chat with Dev Director about our hiring process (he’s currently hiring for a handful of positions and is swamped), check in on our General and Support Slack channels, read updates in Support Driven Slack, and tackle some tickets in the queue. Back in our General Slack channel I had a heated discussion on the use of “dad-joke” and whether or not it belittles how funny moms can be. For the record, as a funny mom, I’m anti-dad-joke.
Heading to a long lunch with the SLC crew plus our candidate. After lunch we all walked over to our Big Cartel pop-up shop on Main Street (since it’s the most beautiful day outside). It’s no longer a shop, but is now home to a beautiful mural by Dan Cassaro, and our Community team made some recent updates to the window display that we want to check out. We also take a few minutes poke around the haunted theater in the back.
Back at HQ and catching up quickly on Slack and addressing lil’ issues/questions with individuals on my team. My team has my full trust and can make big decisions on their own – but since we see so many new cases and weird issues daily, a lot of those final decisions end up being very collaborative.
Set up a few more 1:1s for next week, so I start to prep for those to while I’ve got a little time. The queue is quite slow today, which is a relief as this has been the busiest first quarter we’ve seen in Support. We also have a weekly Support meeting at 3:30 so I do some prep for that too.
Get in the conference room and fire up Google Hangout for our team meeting. Every Friday afternoon we do a Google Hangout with our full team so everyone can say hi, bring up any weird things going on that we should all know about, discuss any new workflows/ideas/etc for the team, and talk about fun plans for the weekend.
Support meeting is wrapped and now our leadership team (me, CEO, plus directors of design, community, and dev) is meeting with our Front End candidate for her final interview. It’s really pretty casual so we can get to know her better, and so she can really get to know the ins and outs of Big Cartel and how we work. Skills have already been vetted by the time we fly candidates out here, so this is the final step before a job offer. (Spoiler alert: we offered her the job and she has accepted!)
After a successful interview we meet up with the rest of the SLC crew for dinner. Anytime we have a candidate in town we do an optional group lunch and dinner with Big Cartel SLC locals. When dinner is over a few of us grab a glass of wine on the way back to the office. Then we say our good-byes, grab our girl from her friend’s house, and finish up the night watching the Jazz lose to the Nuggets. Overall an excellent day.