Thomas Frank.

Thomas Frank is a world-famous productivity expert, podcast host and author, with an online community of 3 million YouTube subscribers and 30,000 paying community members on his website. With a growing community came a growing number of support requests, requiring improvements to the support system. My role was to help streamline the existing information architecture and create a more efficient community support system to enable faster and more sustainable community support from a small team of moderators.

I restructured the environment within our Circle Community and Notion platforms, removing complex automations and creating more efficient moderator flows. I created a library of documentation that enabled self-serve answers for Thomas’s paid and free products and helped build the Education team, allowing a higher level of tech support for customers with complex queries.