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Clarity

Zack Sheppard

Brooklyn, NY

Customer Service:
I have 10 years experience working in and setting up Customer Support teams. I've been hired by Yahoo!, Flickr, Pinterest, and Kickstarter to setup tools, training, and processes that scale and retain users. If you're looking for real world advice on how to keep happy customers lets talk!

Community Management:
I have served as the voice of the community in a cross functional role at many companies and can advise on community voice in product decisions, content moderation, and messaging.

For more information on my experience, please see my LinkedIn http://www.linkedin.com/in/zackshep

$3.33/min

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3 Reviews

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Blogging Content Creation Community Management Content Strategy Customer Support Technical Writing Content Management Editing

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Reviews 3

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Reviews

Zack is sort of like the cousin you liked best growing up--he's always looking out for the people around him, solving problems with intuitive smartness and far-reaching understanding, telling stories of what happened in the (Flickr) family years ago along with the lessons learned, and firing finger-darts at your enemies.

I've worked with Zack on a few projects, and he's awesome at balancing what's best for the community with what's technically possible. He always follows through, and has a knack for communicating with both users and his colleagues in a clear and down-to-earth way. Don't get any ideas about hiring him, though; we need him at Flickr.

Bridget Lewis Source: LinkedIn

Zack's ability to manage and foster community as big as Flickr's is one that might make most people quake in their boots. Zack's approach is how most Community Managers should handle it, create bonds with users who in turn will reach out and help new users. I have also seen Zack take the extra step and reach out to users that were unhappy with Flickr and open a dialog with them.

Jake Pfaff Source: LinkedIn

Zack is one of the best people I've ever worked with. He is 100% dedicated to our product and our community. Everyone in the team sees him as a resource on pretty much anything Flickr-related. He really understands our community, in all its different facets, and is such a strong advocate for them - making sure that we all keep them front-of-mind in all our product decisions.

He is comfortable talking publicly to our members, internally in meetings, or to the press. He knows his stuff, is passionate about what he does, and it shows through in everything he does.

He also has skills and knowledge related to customer service, due to prior positions. This helps serve him well as a Community Manager, seeing the two areas are closely linked. He's always willing to help out - be itembers, colleagues, or friends.

He always has a smile on his face which makes working with him a pleasure. Zack truly would be an asset to anywhere he worked as he'd apply himself and not be happy until he knew he was doing a phenomenal job and really making a positive difference.

Cathryn Weems Source: LinkedIn

Member since November 2013