Katie Katherine Dougherty

About Katie Katherine Dougherty

Hi my name is Katie Dougherty. I am passionate about the customer experience and solving problems in a digital-first and self-service way.*Recently joined Clay as a Product Support Manager!* I was a CX Automation Specialist on Zendesk\'s AI and Automation Chatbot Team. I analyze recurring customer pain points and identify opportunities to build automated experiences. I create innovative digital experiences in our product through our chatbot, frontend applications, and help center website. I design and manage an inventory of in-product tutorials that walk users through complicated troubleshooting workflows with easy step-by-step guidance. I am an experienced content creator and technical writer and KCS specialist. I enjoy helping organizations and stakeholders translate business needs and communicate business requirements and technical requirements to product and engineering teams. I am passionate about establishing strong working relationships with cross-functional teams and continuously improving our reporting and inventory tracking capabilities. I have extensive experience with project management, architecting solutions, and using front end technologies to improve user experiences.I am especially proud of my work on the following projects; the launch of our AI and NLP chatbot, the creation and maintenance of our machine learning taxonomy and Tableau dashboard for key stakeholders, leading my team in our self-service analysis and evolve loop work stream, and managing and reporting on an inventory of 30+ customer onboarding and troubleshooting tutorials.

Experience

1. Product Support Manager

   Clay

   May 2025 — Present · New York, NY, US

Education

• Second City Theatre

  Improvisation

  2015 — 2017

• DIS - Study Abroad

  Bachelor's degree, Economics

  2017 — 2017

• Swarthmore College

  Bachelor of Arts - BA, Engineering and Economics

  2014 — 2018