Beyond the Queue: Inside Customer Support

What do you do when ticket volume skyrockets from 2,000 to 12,000 nearly overnight? In this episode, Susana de Sousa, Senior Manager of Customer Support at Loom, shares how she and her six-person support team responded to Loom’s massive growth last year. Hint: It involves radical transparency, empathy, and strategic hiring.

Josh LaMarche, Director of Customer Support at Gong, is a rare breed of support leader. He's worked in the field for 20+ years, while avoiding burnout and maintaining a passion for celebrating his team and customers. In this episode, Josh shares his advice for up-and-coming support leaders, along with his secrets to building a healthy culture and getting off on the right foot at a new company (especially during COVID).

Welcome to Beyond the Queue, a brand new podcast by Stonly that looks at the human side of customer support leadership.