Kallen Bakas - Are remote support teams the future? Lessons from Airbase's Director of Support

🤙 About the guest - Kallen is the Director of Support at Airbase. He has over a decade of experience in building  and managing customer support teams, especially in B2B SaaS companies  

 
🤙 Timestamps
03:06 - Challenges and benefits of remote support

08:47 - Unique challenges of customer support for procurement and finance teams

12:22 - Categorizing customer support levels

14:00 - Philosophy and approach to customer support

20:47 - Value and limitations of AI in customer support

25:25 - Implementing AI: Focus on goals and use cases

31:11 - Customer feedback and agent assist

35:37 - Improving customer service experience

37:07 - Using AI for Data Analysis

40:09 - Building and developing a support team

45:36 - Building trust and team culture in a remote environment

47:13 - Communication and information flow in a remote team

51:20 - Tools and practices for remote team collaboration

53:16 - Advice for customer support leaders

🤙 Where to find Kallen - https://www.linkedin.com/in/kallen-bakas-8428b850/