Hi, I’m Heather Rasley!

I provide consulting services in the areas of Trust & Safety, Customer Support, Community Management, and documentation. I’m based in Seattle, WA (PT).

Reach out to me to learn more about how I can help your early stage startup, small business, or online community grow and thrive. You can download my resume here and learn more details about my accomplishments on LinkedIn.

Why You Should Hire Me

Deep, hands-on experience

I’ve been working in tech for 15 years. My expertise is based on tens of thousands of user interactions at companies including Stripe and Tumblr. The recommendations I make for your team are based on real experience, not just abstract best practices.

Early stage veteran

While I’m happy to support businesses of any size, I’m particularly experienced in working for seed stage, Series A, and Series B companies. I’ve built teams and operational processes from the ground up for multiple startups, including Airtime (now Cantina) and Goodsie.

An empathetic voice

I genuinely care about keeping your user community safe and satisfied. I approach all user interactions with empathy, resulting in increased user engagement and retention.

Services

Trust & Safety

  • Content moderation (images, text, and video, including AI generated content)

  • Community guidelines / tech policy creation and recommendations, including generative AI policy

  • Internal content moderation tools audit and recommendations

  • In-product content moderation feature audit and recommendations

Customer Service Team Management

  • Customer service software implementation (e.g. Zendesk)

  • Support metrics analysis and recommendations

  • Team performance analysis and recommendations

  • Team staffing analysis and recommendations (e.g. offshore vendor vs. in-house)

  • Team training and onboarding

Community Management

  • Community engagement strategy

  • Community platform recommendations (e.g. Discord vs. Slack)

  • Community management

  • User research

  • Net Promoter Score (NPS) survey and analysis

Knowledge Base Management / Documentation Writing & Editing

  • Help center implementation (e.g. Zendesk)

  • Writing and editing user-facing or internal documentation

  • Audit of existing knowledge base and recommendations

Pricing

My rates are reasonable and flexible, depending on your budget and needs.

Get in touch with me to discuss your project’s scope!

Tools

Wondering if I’m familiar with your software of choice? Here’s a selection of tools I’ve used over the course of my career:

  • Customer service software: Zendesk, HelpScout, Intercom, Kustomer

  • Issue trackers: Linear, Jira, Shortcut, GitHub

  • Knowledge management: Notion, Zendesk, Confluence, Google Docs, Guru

  • Project management: Monday.com, Asana, Trello, Todoist

  • Data analysis: Airtable, Google Sheets

  • User research: Qualtrics, User Interviews, UserTesting, Typeform

  • User analytics: Mixpanel, Looker, Metabase

  • Team communication: Slack, Discord

  • Social media management: Sprout Social, Hootsuite