Ismail is the Director of Customer Experience at Novel (novel.com), a no-code platform for web3 commerce based in New York City. In his role, he guides brands through the process of generating NFT collections, launching them on their storefronts, providing web2 friendly on ramps for their customers, and setting up utility on their website. As a former educator turned customer success leader he's worked at public, early series A+B, and seed companies - covering every role from support to onboarding to renewal and upsell. He is focused on using data to drive direction but keeping it human as much as possible.