Cherry Lie, Regional Lead Support

October 18, 2017

Name: Cherry Lie (New York)

Position: Regional Lead Support

What is the most heartwarming thing you’ve ever seen? It’s incredible to witness the personal growth of fellow team members. For instance, a co-worker of mine (I’ll just use the male gender for the sake of anonymity) was telling me that he had to be stern to a new hire who was slacking off. Two years ago, this same person, fresh out of school and tackling his first job ever here at The Trade Desk, was known for his slightly cocky and more boastful personality. Now, however, he has grown significantly, becoming a gritty and inquisitive person -- always asking the right questions and always open to learning something new. When he told me that he had to coach a new hire on the same challenges he faced when he first started, it was a heartwarming reminder of just how much he has grown. It’s a true testament to how fiercely everyone protects our culture. We don’t take it for granted.

What amazing thing did you do that no one was around to see?

I washed some dirty dishes, left by others in our company’s kitchen sink.

What jobs and experiences have lead you into ad tech, specifically the DSP side of the industry?

Believe it or not, the answer to that question is actually none. I came into The Trade Desk with zero knowledge of or experience in the ad tech space. In my interview, I was asked to explain how RTB (real-time-bidding) works, and my answer was lacking to say the least.

If the support team could have a mascot, what would it be?

Jimmy, our Support Manager Level 2 – no doubt about it. Not only is he the OG support, but he’s also my go-to-guy when I get frustrated while answering a ticket. He has a knack for making things sound far friendlier.

Also, the story goes that before Jimmy was even hired, Account Managers would tell clients that the (then make-believe) support person ‘Jimmy’ was working on the issue in question. And then in came the real Jimmy, resume in hand, and the rest is history.

How do you and your teammates work together to solve the number of requests that come through to Support on a daily basis?

We utilize our Slack channel regularly. If we ever get stuck on a particular case, we just ping the channel and get a second set of eyes. The best thing about the Support team is that we’re a bunch of eager puzzle-solvers, so we all want to help. And we take pleasure in trying to master and solve all those problems that come in. Drew calls us the best Support team in ad tech, and I have no doubt that it’s completely true.