Beyond the Queue: Inside Customer Support

Stonly
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Welcome to Beyond the Queue, a biweekly podcast by Stonly that looks at the human side of customer support leadership. In each episode, we talk with customer support leaders from companies like Shopify, Patreon, Gong, Loom, and more about their career journeys, how they build and scale their teams, and what advice they have for up-and-coming support leaders. We hope you enjoy the show! For more information about Stonly, an interactive guidance platform for self-serve support, visit stonly.com.

  1. 06/04/2022

    How to Improve DEI in Customer Support (feat. Jordan Pedraza)

    Jordan Pedraza, VP of Global Support at Handshake, talks about how to improve DEI in customer support organizations and how support leaders can be more inclusive. She shares the amazing work she’s been doing on this front at Handshake over the last 5 years, including specific tactics she’s implemented across hiring, onboarding, career development, policy, and customer experience.

    1 h y 9 min

  2. 08/03/2022

    Building a High-Velocity Customer Success Program (feat. Mo McKibbin)

    Mo McKibbin, Head of Customer Success at Moxion, explains the concept of high-velocity customer success and how the right mix of human-led and and digital-led processes can help CX teams offer a more personalized experience with fewer resources.

    1 h

  3. 11/01/2022

    How to Build an Efficient High-Volume Interview Process (feat. Neil Smith)

    Neil Smith, Senior Director of Support at Iterable, shares how he’s built an effective, efficient, and inclusive interview process that helps him hire a lot of amazing people, fast.

    51 min

  4. 14/12/2021

    5 Steps Drift Used to Scale Up to 24/7 Support (feat. Ben Gardner)

    Ben Gardner, Director of Support at Drift, shares his 5-step process for expanding support from a 9-5 model to a 24/7, “follow the sun” model.

    46 min

  5. 30/11/2021

    How Zapier Boosts Employee Retention and CSAT by 'Keeping Support Weird' (feat. Pam Dodrill)

    Pam Dodrill, Vice President of Customer Support and Success at Zapier, dives into the four tenants that help her team stay weird and authentic at work and how that helps them maintain a high CSAT, high employee engagement scores, and low attrition rates.

    37 min

  6. 16/11/2021

    How Veho Scaled Their Support Team by 5x in 8 Months (feat. Antonio King)

    Antonio King, Head of Support at Veho, shares how he’s scaling the shipping company’s rapidly-growing support team through a combination of aggressive hiring and establishing key support functions and operations. In this episode, Antonio discusses how he finds and hires great people at scale, which support operations he’s focusing on first, and how he approaches everything with transparency.

    52 min

  7. 03/11/2021

    How to Balance Agent Growth with Relentless Productivity (feat. Ashley Sachs)

    Ashley Sachs, Director of Support and Success at Whereby, shares how she balances agent growth with relentless productivity. With a little inspiration from Ted Lasso, Ashley reveals how she manages that delicate balance, how she helps agents discover their “spark,” and how a culture of growth empowers her team to crush their KPIs.

    48 min

  8. 19/10/2021

    What Support Leaders Get Wrong About Agent Training and How to Fix It (feat. Tony Won)

    Tony Won, Head of Customer Experience at TruPlay Games, shares what he thinks support leaders often get wrong about agent training - and how to fix it. Tony has worked in the video game industry for over a decade, doing everything from UI/UX design and music composition to leading customer support and experience teams (including building a few from scratch). In this week’s episode, Tony shares his best tips and tricks for how to set actionable goals and KPIs, how to teach for actual learning instead of teaching to a test, and how to better involve your agents in the creation of training materials.

    52 min
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Welcome to Beyond the Queue, a biweekly podcast by Stonly that looks at the human side of customer support leadership. In each episode, we talk with customer support leaders from companies like Shopify, Patreon, Gong, Loom, and more about their career journeys, how they build and scale their teams, and what advice they have for up-and-coming support leaders. We hope you enjoy the show! For more information about Stonly, an interactive guidance platform for self-serve support, visit stonly.com.

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