Emma Plimmer

Emma Plimmer has a diverse work experience spanning over two decades. Emma currently holds the position of Director at April, starting in November 2022. Prior to this, they worked at Mux as a Support Engineering Manager from July 2021 to September 2022, where they built a global team of support engineers specializing in video streaming and data products. Emma managed two teams, consisting of 7 engineers and 8 contractors across three continents.

Before joining Mux, Emma was a Manager, Technical Support at Twilio from October 2020 to July 2021. In this role, they led a team of remote support members and worked closely with leaders and contractors worldwide to ensure alignment. Emma was responsible for customer outreach, team management, mentorship/coaching, career development, and recruitment.

From October 2018 to October 2020, Emma served as a Manager at DigitalOcean, managing a global remote team of developer support engineers for unmanaged cloud products. Emma provided support for both IaaS and PaaS offerings and supervised a team of 15 members across the US, India, and Pakistan.

Prior to DigitalOcean, Emma worked at Rackspace for six years, starting as a Customer Support representative in October 2012 and later becoming a Manager, Fanatical Support in July 2014. Emma managed SMB and strategic level customer service teams, working cross-functionally to set expectations and address customer concerns. Emma played a crucial role in creating a sustainable and exceptional service experience, implementing QA processes, and improving the Net Promoter Score (NPS) by 20 points. Additionally, they were involved in company culture initiatives and had P&L responsibilities.

Before their time at Rackspace, Emma temporarily took a break from their career to be a stay-at-home mom from July 2011 to October 2012. Prior to that, they worked at ISC Networks as a Team Lead from March 2008 to July 2011 and at Computacenter as a Desktop and Server Technician from March 2001 to March 2008.

Emma Plimmer attended City of Ely Community College from 1990 to 1995, where they obtained their GCSE degree. In April 2020, they also obtained a certification in Writing Customer Service Emails from LinkedIn.