​HI, I'M BETH VANDERKOLK



​
​I drive innovation in customer care using data-driven insights and cutting-edge tools. My focus is on distilling user insights, deflecting high cost support cases, building strong customer relationships, and fostering a sense of community.
MY WORK
Community & Social focus spans:
  • Product Adoption: Help customers discover product features to encourage ongoing adoption and usage.

  • Community Management: Engage with our community by amplifying and celebrating their voices.

  • Customer Support: Work with vendors to ensure customers receive troubleshooting and escalation support to quickly resolve customer issues.

  • Containment: Work with vendors to resolve customer issues within channels thereby reducing contacts to 1:1 support.

  • User Voice: Connect internal teams with customer insights to foster a customer-centric approach to product development.
    ​
  • Content Creation: Craft helpful forum content to proactively educate users and minimize support contacts.

MY EXPERIENCE

2022 - present, Google, Remote
Social & Community Product Support Manager​ for Android Business Communications and Play Books Partners
Formerly: 
Manager, gUP Platforms & Devices Community 


2021 - 2022, Mural, Remote
As Director of Community, I led a team that focused on launching, building, and growing the Mural Community forum, creating community program strategy, measuring the success of the Community, and more.




2020 - 2020, GitLab, Remote
At GitLab, I led and developed a remote and globally distributed team of 5 engaged Community Advocates. I defined and executed the strategy with which all GitLab team members can actively engage with the wider social community across 15+ platforms as the company scales. 
​

​
2014 - 2020, InVision App, Remote
My work played a critical role in educating and supporting customers and harnessing the power of community at InVision as the fully distributed company grew and raised a total of $235.2M in funding over 7 rounds. 
​

​
2008 - 2014, VRBO, Austin, TX
Launched 5 global Help Centers and relaunched existing customer Community forum with new design. 



Connect with me on LinkedIn.
Authentic Leadership panel at the Within Retreat for women leaders in design
Proudly powered by Weebly