Lane Collins
About
Lane works in the following industries: "Computer Software", and "Internet". Lane is currently Senior Director, Help, Apps & Localization at Slack. In Lane's previous role as a Director of Help, Apps & Localization at Slack, Lane worked in until Aug 2021. Prior to joining Slack, Lane was a Senior Manager, Content at Slack and held the position of Senior Manager, Content. Prior to that, Lane was a Manager, Content at Slack from Apr 2015 to Feb 2016. Lane started working as Content Manager at Slack in Sep 2014. From Oct 2010 to Aug 2014, Lane was Global Content Strategist, User Services at Twitter, Inc.. Prior to that, Lane was a Freelance Photographer at Freelance from Nov 2007 to Oct 2010. Lane started working as Support Agent at Twitter, Inc. in Mar 2008.
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Lane Collins's current jobs
Lane Collins's past jobs
At Slack, I lead a creative and multi-disciplinary product team of 30+ focused on helping people learn and use Slack. Teams that report to me include Help & Learning, App Directory, Localization, and Engineering.
• Head of Slack's Help Content, Localization, and Social Response teams. • Product manager for the Help Center and in-product help initiatives.
• Growing and leading a team of content strategists. • Leading and scaling Slack's incredible social response team. • Product management, writing, and content strategy for the Slack Help Center.
• Writing and content strategy for the Slack Help Center. • Leading, staffing, and training customer support specialists for global Twitter support. • Creating a training program for new hires and overseeing comprehensive team documentation. • Reporting weekly Help Center and Twitter metrics.
• Developing and managing content strategy for all user-facing communications, including the Help Center and agent response templates. • Project-managing the Help Center, including data-driven research and analysis. • Social media strategy and management for @Support & 9 localized accounts. • Performing agent quality assurance checks, optimizing agent workflows, and documenting internal support policies. • White glove support for Media partners, VIPs, and executive-level escalations.
www.lanecollins.com
• Friendly, efficient resolution of support requests and spam/abuse monitoring. • Defining Twitter’s early support processes and policies.
• Original photography and illustrations for articles on tight deadlines. • Magazine layout, stock image sourcing, ad design, and print-proofing. • Managing contributor relations with photographers, illustrators and advertisers.
• Designing new user interfaces for photo upload and moderator approval. • Photography blog content strategy, including writing how-to content. • Managing and recruiting a team of volunteer content moderators.