Scaling Support at Google, Stripe, and Bridge: Lessons in Building World-Class Operations I EP1

We begin our very first episode on The Squawk with Bob van Winden. Bob shares his extensive experience in scaling customer support operations across major tech companies like Google and Stripe, and now at Bridge, a fintech startup. He reflects on how he accelerated his career thanks to unique professional opportunities available in Support and Operations, the importance of balancing anecdotes with data when it comes to CX, and the key lessons from hyper-scaling operations over the past decade.

The customer experience space is changing fast. The Squawk is a short, sharp and focused deep dive on one guest and their one big idea about how CX is changing for the people involved. The conversation is deep, tactical and specific. Perfect for a quick commute and guaranteed to leave you with something new to think about – or implement – for your CX operation.

Timestamps:

• 00:00 Introduction to Bridge and Bob's Journey
• 04:45 Transition from Google to Stripe and customer support
• 06:26 Focusing on Customer Support and Managing Vendors instead of Product or Hyper Scaling at Stripe
• 12:12 Counterintuitive Lessons from Growth: Anecdotes and Data
• 13:57 Balancing Anecdotes and Data as Stripe Grew
• 16:36 Balancing In-House and Outsourced Support Teams
• 19:03 The Evolution of Operations in the AI Era
• 20:28 The Cambrian Explosion of Operations Startups
• 21:44 Lightning Round: Insights on Customer Support Metrics and Experiences

Where to find Bob:

LinkedIn: https://www.linkedin.com/in/bobvanwinden/

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