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interviews

Read up on support topics from knowledgeable industry professionals.

interviews

Building an early support team for a high-growth SaaS business - interview with Cori Morris from Front

Cori Morris has been leading the support operations at Front since the launch of their in-house support operation. Growing the team from a party of one to six with a bunch of learnings along the way.
interviews

Tech support KPIs and management - interview with Todd Zabel from Janrain and Google

Todd Zabel has been helping customers and building support systems for more than ten years now, and he's done it at leading companies including Google, Janrain, and TiVo.
interviews

Global support team management - interview with Kristin Aardsma from Basecamp

Managing and leading a 15-person support team is no small feet. Doing this while everyone is working remotely, scattered all around the world, creates an entirely new set of challenges.
interviews

How to build a SaaS support team with Emily Howman, customer service manager at Biteable

Emily Howman runs global support for Biteable. Learn how she built her team to deliver 24/7 fast support via Intercom.
interviews

Support team alignment and metrics - Interview with Steve Noone O'Connor from Vend

Read how Vend provide an industry leading customer experience that helps power their entire business.
interviews

Building the world’s easiest solution for buying unique and affordable wedding rings

See how Manly Bands differentiates themselves from the competition by delivering thoughtful and fast responses.
interviews

Using excellent CX to differentiate, focus and grow - Interview with Eva Schaller from Sendle

This interview dives into how CX strategy fits into a growth drive powering 3x year on year growth.
interviews

Support Q&A with Ben Collet — Director of Customer Advocacy at Zendesk

Ben Collet shares his support team's workflow, how they grow, and their success key metrics based on his 6-years experience.
interviews

Support Q&A with Ashley King, Director of Support at 99designs

Ashley King ran the support team at 99designs. She built and scaled her team from a couple of agents to more than 50 in such a fast-paced environment. How does she perform this excellently?
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