As part of our ongoing series exploring "The Future of Car Care," I had the chance to sit down with Catherine Hennessy, the Senior Support Manager at NuBrakes, to discuss her journey in a fast-growing startup, her experiences navigating a male-dominated field, and the unexpected rewards of embracing uncertainty.
On Taking Risks:
I've always been drawn to challenges and new opportunities. My previous role managing an axe-throwing venue in Cincinnati was thrilling, but I found myself longing to return to my roots in Texas. It was almost serendipitous when Jake from marketing, a former colleague from my days at Lawn Starter, reached out. I was already curious about NuBrakes, so it felt like fate aligned.
Starting at NuBrakes was like stepping into the unknown. There was no established support team when I joined, so I had to learn the ropes, build a team from scratch, and figure out the tools we'd need to excel. It was intimidating but incredibly energizing. I told myself, "Okay, I'll figure it out as I go." For me, it was about setting aside self-doubt and believing that I could handle whatever came my way, even without all the answers.
One of the most rewarding moments was hiring my first team member. Having backup felt like a lifeline. Within weeks, I added two more team members, and now they've each advanced into leadership roles. Watching their growth and achievements has been deeply fulfilling. As I've grown into my managerial role, I've come to realize that my primary responsibility is enabling my team to achieve their goals. Helping others succeed is not only gratifying but also beneficial for everyone involved.
On the Challenges of Startup Life:
Joining NuBrakes during the pandemic was a whirlwind. Around the time everyone received their stimulus checks, our workload surged, and we were caught off guard. While it was a positive period for the company, it was overwhelming for our support team. Customer service, in general, doesn't always get the recognition it deserves. We're problem solvers, juggling multiple platforms while supporting both customers and technicians. It demands adaptability and resilience.
When things get tough, it's essential to process your emotions. I tell my team that they can always talk to me after a challenging call. Sometimes, stepping away for a moment—going outside, clearing your mind—is crucial. In customer service, you're constantly giving of yourself, handling intense emotions. So, it's vital to carve out time for self-care.
What I love about NuBrakes is the autonomy I enjoy. I work remotely, largely unsupervised, but there's also accountability. We maintain open, honest communication. If issues arise, we address them directly. Our CEO, Walker, fosters these values. When I first heard about "unlimited vacation," I was skeptical. But the trust within the team means you can take time off whenever you need it, without hesitation.
On Breaking Gender Barriers:
Of course, I'm aware that the automotive industry is predominantly male. Initially, I worried that people might doubt my abilities. Thankfully, that hasn't happened. I strive to be as knowledgeable as possible to ensure there's no room for doubt. If anything, it motivates me to bring more women into the fold. NuBrakes is progressive in its approach. Walker has engaged me in discussions about diversity, and I feel fortunate to work for a company committed to creating an inclusive environment. The day we hire our first female technician will be cause for celebration.
On Personal Development:
Professional growth is about creating an environment where feedback flows freely. A younger version of me might have bristled at criticism, but I've learned to embrace it as a tool for improvement. Asking for help is key. Whether it's leaning on teammates or seeking guidance from managers, admitting when you're stuck opens the door to tapping into collective wisdom.
On Leadership Lessons:
Leadership isn't one-size-fits-all. Everyone grows at their own pace, and empathy is critical. Understanding that people face personal struggles helps prevent misjudgments. Sometimes, what seems like laziness is actually someone dealing with hardships. Investing time to understand their situation often leads to remarkable results. Performance is important, but so is treating people with respect and compassion.
The first time I had to deliver tough feedback, I hesitated. My boss guided me through it, emphasizing that the goal is to help—not to place blame. Seeing feedback as a form of assistance makes it easier.
Final Thoughts:
Working at NuBrakes has been transformative. We're on the brink of something extraordinary. I urge anyone, especially women, to seize the opportunity. NuBrakes is experiencing exponential growth. If you're ready to invest in your future, this is the place to be.
Check out NuBrakes' career page and join us in shaping the future of car care!
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