On this episode, we’re joined by Rapha Fontes, Senior Vice President, Customer Operations at Squarespace. Rapha truly understands the importance of walking in your customers’ shoes in order to meet expectations and continually improve products.

We discuss:

(4:35) The importance of design in Squarespace's culture and its impact on trustworthiness.

(8:27) The teams and processes in place at Squarespace for collecting and addressing customer feedback.

(10:42) Overall challenges in collecting and acting on customer feedback.

(11:21) The tension between building new things and fixing existing issues.

(12:57) Automation and integration of bug-reporting processes.

(15:43) Maintaining human connections as a company scales.

(24:14) The importance of experiencing the support process firsthand.

(25:43) Framing support work as empowering and impactful.

Resources Mentioned:

Rapha Fontes - https://www.linkedin.com/in/fusquine/

https://www.squarespace.com/

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