Ashley Thompson

I attribute my success to an outstanding first manager early in my career who saw potential in me before I saw it in myself. I entered a support role somewhat by chance, but she took the time to coach me on everything from executive presence to tailoring communication for different audiences and understanding key concepts. Her confidence in me helped shape my own, and that mentorship had a lasting impact on my growth. It also informs how I lead today, including my commitment to developing others and sharing opportunities, because I experienced firsthand how powerful that kind of support can be.

The best career advice I ever received was to always train my replacement and not be afraid to do so. I’ve taken that to heart throughout my career, recognizing that leadership is temporary and that developing others strengthens the team rather than weakens my role. I’ve found that sharing knowledge increases engagement, improves performance, and builds resilience within organizations. It has also led to lasting professional relationships that extend beyond any single job or company, which I value both personally and professionally.

My advice to young women entering this industry is that diplomacy is an essential skill. In environments that can be direct and sometimes gruff, it’s important to learn how to set boundaries and say “no” in a way that is clear, professional, and respectful. Being effective is not about being louder or more forceful, but about being intentional with language, providing context, and making your position easy to understand and receive. I’ve learned that stepping back when emotions run high can also be valuable, allowing space to respond thoughtfully rather than reactively. Over time, I’ve found that meeting people where they are and adapting communication styles—especially in technical or male-dominated spaces—has been key to ensuring my voice is heard and respected.

The biggest challenge and opportunity in my field right now is the rapid evolution of AI, which I see as both transformative and empowering. It is reshaping how work gets done by improving efficiency, reducing manual effort, and allowing teams to focus on higher-value work. In customer support specifically, AI is often viewed as a threat, but I see it as an enhancement that helps teams serve people faster and more effectively when implemented thoughtfully. The key challenge for organizations is not whether to use AI, but how to deploy it in a way that balances efficiency with choice and trust, ensuring customers still feel supported by humans when they need it. While its long-term business impact can be harder to measure directly in revenue, its effect on performance, responsiveness, and customer experience is significant and still unfolding.

In both my personal and professional life, I value curiosity, creativity, and presence. At home, I prioritize time with my three young children and find joy in simple, hands-on experiences like crafting, making costumes, or exploring how everyday things work through their eyes. Those moments keep me grounded and remind me to appreciate learning and discovery at every stage of life. I also value empathy and awareness, particularly through my family’s experiences with autism and my own experience living with MS, which have deepened my understanding of inclusion and representation. Professionally, those same values translate into showing up authentically, supporting others, and recognizing the importance of visibility and leadership that reflects real, lived experiences.