Support Leaders

6: Shawn White, Director of Customer Support, Sendgrid

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In Episode #6 of the Support Leaders Podcast, we interview Shawn White, Director of Customer Support for Sendgrid.
We discuss his career in customer support at great companies including IBM, Doubleclick, and Photobucket, and how he ended up at SendGrid.
In this episode, you will learn:
  • How SendGrid has scaled enormously over the years
  • How SendGrid manages tier-based support and SLAs
  • How Shawn helps SendGrid define customer satisfaction goals
  • How Shawn thinks about self-help and documentation in relation to support
    • The tools that SendGrid’s support team uses and the channels they support
    The book’s Shawn recommends:
    Jack Welch and the G.E. Way
    Good to Great
    ...more
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