Asian & Pacific Islander Month: Meet Stephanie Cheng, Senior Customer Trainer

May was A&PI Heritage Month, and at 1Password, we're proud to shine a light on the people who bring these perspectives to life in our work and help shape our culture every day. This year, we decided to spotlight Stephanie Cheng, Senior Customer Trainer and a leader within our A&PI Employee Resource Group. With over five years at 1Password, Stephanie has built her career around helping people feel capable, confident, and supported, whether she's onboarding a new customer or creating space for her colleagues to connect and belong. We sat down with her to learn more about her approach to customer education, the community she helps lead, and what A&PI Heritage Month means to her. You’ve spent five and a half years training thousands of customers on something they rely on every day to stay secure. What has that experience taught you about people, about learning, and about what it really takes for something to click? One thing this experience has taught me is that learning really happens when people feel comfortable enough to ask questions and admit what they don’t know. Especially in security, people can feel intimidated or worried about “doing it wrong,” so a big part of my role became creating an environment where people felt supported rather than overwhelmed. It’s taught me that what makes something “click” usually isn’t just the technical explanation; it’s helping people understand why it matters in the context of their own work and daily habits. The most effective training moments happen when customers can connect the product back to something tangible in their world. Over time, I’ve also learned that good training is less about presenting information and more about listening. Every customer approaches technology differently, and being able to adapt to different learning styles, technical comfort levels, and goals has been one of the most rewarding parts of the job. Is there a customer interaction or training moment that has stuck with you? Something that surprised you or shifted how you approach your work? One interaction that has always stayed with me happened during my first year on the team. After one of my training sessions, a customer actually reached out to their Account Executive to ask for my manager’s email so they could share positive feedback directly with her and senior leadership, including our CRO. I was pleasantly surprised at the time because I was still relatively new in my role, and I hadn’t realized how much of an impact those sessions could have on someone’s experience. As we later introduced surveys and more formal feedback channels, I continued to receive positive comments from customers mentioning me by name. What stood out most wasn’t just the feedback itself, but realizing that customers remembered how the training made them feel. They felt more confident, supported, and comfortable using something that was important to their day-to-day work and security. That experience really shaped how I approach customer education. It taught me that effective training isn’t just about transferring knowledge; it’s about building trust, creating a supportive environment, and helping people feel empowered rather than intimidated. That mindset has stayed with me since. As part of the A&PI leadership team, how has the experience stretched you? What’s a skill or perspective you’ve developed that you wouldn’t have otherwise? Being part of the A&PI leadership team has stretched me in ways that are very different from my day-to-day role. It gave me the opportunity to think more intentionally about community-building, engagement, and creating experiences that bring people together in meaningful ways. One thing I’ve developed is a stronger understanding of how much thought and coordination go into building inclusive spaces. Whether it’s organizing events, coordinating speakers, or creating opportunities for people to connect socially, I’ve learned how important it is to create experiences that feel approachable and welcoming for a wide range of people. It’s also helped me grow my leadership skills outside of formal authority. A lot of ERG work happens through collaboration, initiative, and shared ownership, and I’ve learned how impactful thoughtful planning and consistency can be in building trust and engagement over time. You’ve played a big role in bringing the A&PI community to life – from Lunar New Year ramp cards to monthly socials. What has building that community meant to you personally? And what have you seen it make possible for others? Building the A&PI community has been incredibly meaningful because it created opportunities for people to feel seen, connected, and celebrated in ways that go beyond day-to-day work. One thing I’ve loved most is seeing how different types of events create different entry points for connection. Some people joined our monthly socials where we’d talk through relatable topics or do creative activities like building seasonal mood boards together for Thanksgi

Excerpt shown under the publisher's RSS terms · 130 words · full text and figures are on the publisher's site