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🤙 About the guest - Giulio is the Customer Care Director at Playtomic. He has spent years building and managing multicultural teams for both B2B and B2C customers. 
🤙 Timestamps - 00:00 - Introduction and Background06:30 - Overview of Playtomic09:28 - Common customer queries11:09 - Achieving a high CSAT score15:14 - Building and managing a multilingual team21:20 - Team alignment and communication26:00 - Evolution of technology in customer support27:10 - The role of AI in customer support29:00 - Challenges and implementation of AI in customer support31:24 - The future of customer support33:06 - Changing roles in customer support34:41 - Hiring and building a support team43:27 - Challenges of a remote and multilingual team48:03 - Advice for support leaders
🤙 Where to find Giulio - https://www.linkedin.com/in/giulio-castiglioni/

🤙 About the guest - Kallen is the Director of Support at Airbase. He has over a decade of experience in building  and managing customer support teams, especially in B2B SaaS companies  
 🤙 Timestamps03:06 - Challenges and benefits of remote support
08:47 - Unique challenges of customer support for procurement and finance teams
12:22 - Categorizing customer support levels
14:00 - Philosophy and approach to customer support
20:47 - Value and limitations of AI in customer support
25:25 - Implementing AI: Focus on goals and use cases
31:11 - Customer feedback and agent assist
35:37 - Improving customer service experience
37:07 - Using AI for Data Analysis
40:09 - Building and developing a support team
45:36 - Building trust and team culture in a remote environment
47:13 - Communication and information flow in a remote team
51:20 - Tools and practices for remote team collaboration
53:16 - Advice for customer support leaders
🤙 Where to find Kallen - https://www.linkedin.com/in/kallen-bakas-8428b850/

🤙 About the guest - Brittany is a seasoned customer support leader with over a decade of experience. She's held support leadership roles at companies like Brio Systems, Nerd Fitness, and Fracture. She's also been the director of event operations at Support Driven. 🤙 Timestamps -
01:41 - Brittany's serendipitous journey 03:47 - Her early experiences in marketing and journalism 05:17 - The inverted pyramid framework to leading more efficient teams07:19 - Evolution of a support team from a leader's perspective11:30 - The nuances of e-commerce support14:37 - Avoiding burnout as a support leader17:34 - Challenges of a support leader 22:33 - Selecting the right tools for your team27:28 - The evolution of AI in support37:19 - How support leaders should ramp up their skills with the changing times43:24 - Advice for people starting in the support space46:50 - The rapid-fire segment
🤙 Where to find Brittany - https://www.linkedin.com/in/fergusonbrittany/

🤙 About the guest - Neal Travis is the creator and host of Growth Support and is creating a resource library for support professionals across the globe. He is also a support leader at the Academy to Innovate HR. 
 🤙 Timestamps 00:47 - Neal's introduction02:38 - The evolution of the customer support landscape over the years04:18 - Neal's philosophy in delivering great customer support06:14 - The two-by-two matrix of the support landscape08:24 - Role of support ops10:16 - AI in support ops13:25 - How can support and product teams work in collaboration16:55 - Best practices for support leaders18:58 - Remarkable interactions with support leaders21:11 - Best practices for remote support teams23:20 - Metrics for measuring success of support teams25:40 - What do support leaders think of AI29:01 - Apprehensions of using AI in customer support30:24 - Evolution of the skillsets for people working in support32:31 - Tech stack for today's support teams34:58 - Recent trends and observations in customer support39:50 - Predictions for customer support in 2024
🤙 Where to find Neal - https://www.linkedin.com/in/neal-travis/

🤙 About the guest - Dave Chapman is a Senior Customer Advocate at Buffer. He has been with Buffer for nearly a decade now. He works at the intersection of tech, social media and marketing and focuses on work culture, product management, communication and wellness.
He has also worked at Apple Retail and has been an Osteopath in the past.
 🤙 Timestamps  00:54 - Dave's journey till now02:03 - Transition to Buffer08:51 - Evolution of Dave's role at Buffer11:29 - Buffer's approach to customer advocacy14:25 - Intersection of a support community and customer advocacy17:50 - How to be more proactive in customer support24:42 - Anecdotal insights from Dave's experience at Buffer26:48 - Memorable interactions with customers29:48 - Doing things that don't scale32:23 - Metrics to define the performance of support teams36:09 - Role of AI in customer support40:18 - Suggestion for support leaders to look at support beyond just like a cost centre44:35 - Integrating support team's feedback in the product roadmap46:57 - Remote work in customer support - pros and cons50:46 - Tips for support leaders
🤙 Where to find Dave - https://www.linkedin.com/in/davechapmanuk/

🤙🏻 About the Guest - Peter Peart is the founder of Scale-Upp.uk. He has 17+ years of firsthand startup and scale-up expertise with various orgs to improve their internal processes. He is also an advisor and a mentor. 🤙🏻 Timestamps - 01:25 - Peter's career highlights till now04:56 - The mindset of helping others grow in their careers08:16 - What does it mean to work for yourself?11:32 - Being your boss vs working under someone14:00 - Success stories of Peter's clients22:28 - How to define OKRs that moves the needle26:40 - How do support leaders improve customer experience journey mapping?30:33 - Active listening in customer support34:08 - Training agents for active listening37:09 - How does a customer-centric approach help a company grow?41:53 - How should a support leader unlock customer success in the right way?49:37 - The surfing analogy in support51:17 - Closing thoughts
🤙🏻 Where to find Peter - https://www.linkedin.com/in/peter-peart/