Joe Baldwin

Senior Manager, Support Engineering

Sanity

Aug 2026 - Current (3 months)

Member

Support Driven

Jun 2015 - Current (11 years 5 months)

Support Driven is a community of people in Customer Support and Success helping each other excel in their roles.

Head of Support

The Adaptavist Group

Oct 2024 - Aug 2026 (1 year 11 months)

Product Support Team Lead

Adaptavist

Aug 2020 - Oct 2024 (4 years 3 months)

I excel in managing projects and driving employee engagement to build high-performing teams.

To foster a motivated and satisfied team, I conduct periodic team satisfaction surveys, gathering valuable insights that help me increase employee engagement and performance.

As an advocate for streamlined processes and operations, I continually assess our support escalation processes with the goal of enabling swift resolutions for our customers.

Building strong relationships across departments is a key aspect of my role. I collaborate with various teams, establishing efficient interdepartmental relationships and processes, fostering a culture of collaboration to reduce silos.

Recruitment and onboarding

Frontend Web Developer & Product Specialist

Synchronoss Technologies

Jan 2020 - Aug 2020 (8 months)

At Synchronoss I rapidly develop bespoke proof-of-concept applications with Angular 8 frontends for enterprise-scale telecom companies. These JavaScript apps utilise HTML5, CSS/SCSS, Bootstrap, Bulma and JS animation libraries. They also integrate with RESTful and SOAP APIs, so I'm working with JSON and XML data on a daily basis. Our client code is hosted on GitLab where I employ Git version control workflows (yarn / npm). I'm used to code reviews and I honestly offer and humbly receive constructive feedback about my code.

I have exposure to the full development lifecycle. I work with my teammates to scope the technical requirements for PoC apps. Then we plan, design and configure user experiences with our custom Journey Creator

Customer Support Team Lead (Remote)

Loco

Aug 2018 - Jan 2020 (1 year 6 months)

I was promoted to Support Team Lead at Loco2 in August 2018. This is a varied, troubleshooting and mentoring role that requires me to find creative solutions to processual, technical and interpersonal problems.

My role often requires me to create pull requests in GitHub using the Command Line / Terminal and commit JSON code to Loco2's stations database. Managing the software integrations that the support team use (HelpScout, SendGrid, MailChimp) is responsibility too.

My non-technical responsibilities include hiring, training and managing new employees, both in-person and remotely. I also work with the head of Support Operations to identify new projects and refine existing processes that improve our support strategy.

"Train Geek" Customer Support (Remote)

Loco

Aug 2015 - Aug 2018 (3 years 1 month)

Providing world-class customer support for a small tech startup that sells European rail tickets. This was a vaired and troubleshooting role that required me to clearly and empathetically explain the complexities of European rail travel, Loco2’s booking platform and after-sales procedures to our customers.

I was responsible for debugging search failures by analysing API responses (XML & JSON), reporting bugs to our technical team (Trello, JIRA) and writing our internal and customer-facing documentation. I gained my first exposure to HTML, CSS, XML, JSON and API responses in this role. It was also where I learned the fundamentals of agile working methodologies, problems of scale and remote working culture.

Every day I

T

Editor In Chief

THRILL Longboard Magazine

Apr 2012 - Jun 2016 (4 years 3 months)

Thrill Magazine was a quarterly publication sold in WHSmith for four years. I responsible for collaborating with members of the longboarding industry and community to create content for UK and European readers. I also helped generate advertising revenue for Thrill Magazine by attending international trade shows and longboarding competitions.

I proof-read every single publication before sending off to print and I was fortunate enough to have contributed over 50 articles that were published in Thrill Magazine.

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Joe Baldwin

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