You can change careers without throwing away everything you’ve built, but only if you can explain what you’re carrying with you. We sit down with Cynthia Ng, whose path runs from secondary school teaching to being a technology librarian, then into remote customer support at GitLab, and later into strategy and operations. Along the way, she’s had to translate her experience across wildly different job titles and hiring expectations, which makes her perspective incredibly useful if you’re planning a move into support or looking for a way out.
We dig into what transferable skills really are, including the underrated technical ones like reading code, learning new tools quickly, and understanding fundamentals well enough to operate in a developer-focused environment. Then we spend most of our time on the big differentiator: soft skills. Communication, prioritisation, ownership, conflict handling, de-escalation, and cross-functional collaboration sound “soft” until you learn how to present them as measurable outcomes. We share practical examples of how to turn fuzzy claims into proof on a resume and in interviews.
We also get tactical about finding your next growth area. We talk through using internal career matrices and leveling guides, comparing job descriptions, scanning job boards for patterns, and having coffee chats with people already doing the role you want. If you’ve ever struggled to name what you’re good at, or felt stuck on the support hamster wheel, you’ll leave with a clearer map and better language for telling your story. If this helps, subscribe, share the episode with a friend in support, and leave a review so more customer support leaders can find it.
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