이 팟캐스트 소개 🔗
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.
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.
업데이트 빈도:
every 17 days
평균 오디오 길이:
45 minutes
영어
미국
에피소드 23 개
2021년 4월 19일부터
episodic
최신 에피소드 🔗
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 implemen…
이전 에피소드 🔗
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.
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.
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.
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.
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, whi…
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 empow…
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 suppor…
David Kohl, Director of Support at Shopify, shares how he and his team use deep customer understanding to drive merchant growth.
In his 25+ years working in customer support (with a brief foray into sales), David has supported many different types of customers, in several different industries. Eve…
Angela Raiford, Director of Community Happiness at Patreon, talks about how she uses data and segmentation to support over 7 million users (across B2B and B2C) — with a 50-person team.
Patreon was one of the first companies in the rapidly growing creator membership space. As a support leader there…
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