260: Revolutionizing Customer Support: All-Hands Support Delivery from across the Organisation; with Sarah Caminiti Customer Support Leaders

Revolutionizing Customer Support: All-Hands Support Delivery from across the Organisation; with Sarah Caminiti 
Get ready to revolutionize your perspective on customer support as Sarah Caminiti joins me, Charlotte Ward, to unveil the power of all-hands support. Imagine a workplace where the CEO and the newest developer alike roll up their sleeves to tackle daily customer queries. This is the reality at Sarah's company,  DNSimple, where fostering a deep understanding of customer needs across all team levels has led to a transformative support experience. We delve into the nuances of creating a knowledge-rich environment that empowers both customers and engineers, ensuring the latter aren't swamped by trivial issues. Sarah's approach has not only streamlined support but has also cultivated an atmosphere where engineers embrace customer interaction with confidence and stress-free ease.

In our second chapter, the art of managing a remote support team takes center stage. Striking the perfect balance between responsiveness and team cohesion in a virtual environment is no small feat. I open up about the meticulous orchestration behind our 24-hour response policy, highlighting the vital role of documentation and transparent communication in keeping our remote wheels turning smoothly. Through mentorships and performance reviews, I strive to spotlight process optimization over finger-pointing, fostering a culture where feedback leads to growth. We share our strategies for keeping dialogue channels open, ensuring that our team feels supported in voicing any concerns. Join us for this compelling exploration of cultivating trust and efficiency in the ever-evolving realm of customer support.
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