Can you briefly introduce yourself and your role at Paytient?
Hello! I’m Xander, and I manage the Paytient Support team. My primary role involves ensuring that our members have the best experience with our app, product, and interactions with our team. I’m passionate about support and helping others, which has been the cornerstone of my career.
How long have you been working here, and what drew you to this position?
I’ve been with Paytient for several years now. Before this, I worked as an insurance and billing coordinator. I often found myself thinking, “There’s got to be a better way.” This led me to Paytient, where I could continue supporting others in a mission I truly believe in and am passionate about.
Morning Routine
What does your morning routine look like before heading to work?
I typically have an hour in the morning before work begins. I start my day with some language learning—currently focusing on German and Spanish—while enjoying the fresh air outside. Now that the weather is getting hotter, I’ve started taking my pup for a walk early in the morning to avoid the heat. After that, I make breakfast and begin my commute to the dining room, which has been converted into my home office.
Do you have any rituals or habits that help you kick-start your day?
Breakfast is a must for me. I also take a juice shot of lemon, ginger, and turmeric that we make weekly. It’s a refreshing way to start the day.
How do you prioritize tasks for the day ahead?
I use a planning tool called Sunsama. It helps me set realistic expectations for what I can accomplish each day. I even block out an hour to an hour and a half specifically to assist my team or other coworkers. By leaving this buffer, I can handle both planned tasks and any impromptu issues that arise, which helps me avoid feeling overwhelmed.
Workday Insights
What are your primary responsibilities at work, and how do you manage them?
Aside from resolving escalated issues and coaching my team, I meet one-on-one with each of my eight team members. I ensure that our members have a seamless experience with our product. All responsibilities are written down and converted into tasks, which helps me manage them effectively.
Can you walk us through your workflow and any tools or systems you use regularly?
I tackle the most important and challenging tasks first thing in the morning, using Sunsama to block out time and organize my day. During these first two hours, I mute my Slack notifications to focus. My team knows to use the “notify anyway” feature for urgent matters. This strategy ensures I get my best-focused work done early in the day.
How do you handle interruptions or unexpected challenges during the day?
Support work is inherently unpredictable. I’ve learned to roll with the punches and adapt to whatever comes my way.
Balance and Decompression
How do you find time to decompress during your workday?
Taking walks is my favorite way to decompress, whether alone or with my pup. It’s a great way to clear my mind.
Do you take regular breaks, and if so, how do you spend them?
It depends on how busy the day is, but I usually take a short lunch break to watch a show and sometimes go for a walk.
What strategies do you use to maintain a healthy work-life balance?
Maintaining a work-life balance can be challenging, especially with support hours spanning 12 hours a day. I focus on empowering my team to handle more challenging situations and make sure to address any escalations the next business day if they come in late.
After Work
Once you've finished work for the day, how do you transition into your personal time?
Sunsama has a daily shutdown routine that I follow. I review my accomplishments for the day, prepare for the next day, and then put my computer to sleep. By this time, I’m usually pretty hungry, so I make dinner and watch a TV show. I also try to play music—either the piano or guitar—for about 30 minutes to an hour.
What activities or hobbies do you enjoy outside of work?
I love playing video games with friends, family, and even coworkers. Tuesday night is video game night. I also enjoy running into neighbors during walks and spending time with them on their porches or front yards.
How do you unwind and recharge in the evenings?
Stretching before bed and discussing any challenges of the day with my partner helps me unwind and recharge.
Closing Thoughts
Do you have any tips or advice for others looking to improve their daily routines or work-life balance?
Start with one thing each month and build from there. Small, incremental changes can lead to significant improvements over time.
Is there anything else you'd like to share about your experience or insights into your daily life?
Taking time to rest and be at my best helps my team and, ultimately, our members.
Any final thoughts or messages for readers who may be interested in learning from your experiences?
Find what works best for you. Everyone’s routine and work-life balance strategies are different, so it’s essential to discover and implement what suits you best.
Thank you for joining us in exploring a day in the life of Xander. Stay tuned for more insights and stories from our incredible team!
