Giulio Castiglioni - Building multi cultural remote support teams

🤙 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 Background
06:30 - Overview of Playtomic
09:28 - Common customer queries
11:09 - Achieving a high CSAT score
15:14 - Building and managing a multilingual team
21:20 - Team alignment and communication
26:00 - Evolution of technology in customer support
27:10 - The role of AI in customer support
29:00 - Challenges and implementation of AI in customer support
31:24 - The future of customer support
33:06 - Changing roles in customer support
34:41 - Hiring and building a support team
43:27 - Challenges of a remote and multilingual team
48:03 - Advice for support leaders

🤙 Where to find Giulio - https://www.linkedin.com/in/giulio-castiglioni/