As part of our "Building the Future of Car Care" series, NuBrakes' Senior Support Manager, Catherine Hennessy, shares her insights on thriving in a fast-paced startup environment, navigating a male-dominated field, and the countless advantages of embracing uncertainty.
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On Taking Risks
I’ve always been drawn to new experiences and opportunities to learn. Before joining NuBrakes, I ran an axe-throwing bar in Cincinnati, Ohio. It was a role I adored, but I missed being closer to family in Texas. One day, I started exploring new options when Jake from marketing reached out—he and I had gone to college together and had worked together at Lawn Starter. His pitch about NuBrakes immediately intrigued me. The startup vibe, with its constant challenges and endless growth potential, felt like the perfect next step.
When I joined, there wasn’t a formal support team yet. I had to dive straight into the business, build the support structure from scratch, and figure out the tools we'd need to succeed. Trust from our technicians wasn't automatic either—they had to see that I could deliver. It was intimidating, but exhilarating too. I thought to myself, "Well, I'll just figure this out as I go."
For me, it was about setting aside self-doubt and believing I could do it, even though I knew I wouldn’t have all the answers right away. Hiring my first team member was a major milestone—it felt incredible to finally have help. Within weeks, I added two more teammates, and now they've advanced into different roles. Watching them succeed and rewarding their efforts has been deeply fulfilling.
The longer I’ve been a manager, the clearer it’s become that my job isn’t just about achieving goals—it’s about helping my team achieve theirs. Supporting people in their careers is incredibly rewarding, and it ultimately strengthens the whole team.
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On the Ups and Downs of Working in a Startup
Joining NuBrakes during the pandemic was intense. Just as everyone received their stimulus checks, demand skyrocketed, and we weren’t fully prepared. While it was a positive period for the company, our support team was stretched thin. Customer service, in general, doesn’t always get the recognition it deserves. We handle issues all day long, whether it’s resolving customer complaints or assisting technicians. You have to adapt quickly to new platforms, which can be stressful and exhausting. Staying focused on providing excellent customer service is key.
After tough interactions, it’s okay to vent—but I remind my team they can always talk to me afterward. If a call leaves you drained, take a moment to step outside, reset, and move on. Customer service is emotionally demanding, so it’s crucial to prioritize self-care.
One thing I adore about NuBrakes is the trust. I work remotely and operate independently, with minimal micromanagement. On the flip side, there’s accountability. We communicate openly and honestly, and any issues are addressed directly. Walker, our CEO, instills these values in us. When I first heard about "unlimited vacation," I was skeptical, but here, people genuinely trust each other. If you need time off, you take it without hesitation.
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On Being a Woman in a Male-Dominated Industry
Of course, I’ve thought about the fact that this field is largely male-dominated. Initially, I worried that someone might doubt my abilities, but it hasn’t happened. That said, I’m committed to staying as knowledgeable as possible to ensure there’s no room for doubt. If anything, it motivates me to bring more women into the fold—there’s no reason this industry should remain male-centric.
I’m grateful to work for a company like NuBrakes, which actively seeks diversity. Walker, our CEO, has engaged me in meaningful discussions about creating an inclusive environment. The day we hire our first female technician will be cause for celebration!
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On Personal Development
Growth, to me, means being comfortable with both giving and receiving feedback. A younger version of me might’ve bristled at criticism, but I’ve come to appreciate feedback as an opportunity to grow.
Another lesson I’ve learned is never to hesitate in asking for help. Whether it’s leaning on teammates or managers, admitting when I’m stuck opens the door to tapping into others’ expertise. This collaborative mindset strengthens the entire team.
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On Leadership Lessons
Leadership is deeply personal—you can’t apply a one-size-fits-all approach. Each employee is unique, and it takes time to understand their strengths and challenges. Empathy is essential; everyone faces tough times, and recognizing that helps foster trust. Sometimes what seems like underperformance is actually someone struggling privately. When you address those challenges, the payoff is immense because they feel seen and supported. Performance matters, but so does treating people with respect.
Giving tough feedback was nerve-wracking at first, but my boss guided me through it. She emphasized focusing on the goal: helping the individual improve. If they resist, that’s on them—not you. Reframing it as a supportive act makes it easier.
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Parting Thoughts
Working at NuBrakes has been transformative. We’re on the cusp of something extraordinary, and I’d encourage anyone, especially women, to join us. NuBrakes is growing exponentially, and if you’re ready to invest in your career, you’ll thrive here.
Check out our current openings and help us shape the future of car care.
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This journey has been eye-opening. I’m excited to see where NuBrakes goes next—and I hope you’ll consider being part of it too.
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