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How to Scale Your Customer Support Team to Deliver a Great Customer Experience with Susana de Sousa - Senior Manager of Customer Support at Loom | E144
Susana has over ten years of experience in Customer Experience. She is currently a Senior Manager of Customer Support at Loom where she empowers users to be their best selves at work and achieve more with their team. She is the 3rd employee at Loom and has helped the company scale to 120 Loommates. Before Loom, she helped launch and grow Airbnb’s European HQ to 600+ employees. When she’s not helping companies scale and deliver great customer experience, she is paying it forward as a mentor for the Portuguese Women In Tech community and sharing advice and resources for job seekers in her personal blog.
Topics:
Susana’s journey to Airbnb and her current role at Loom.
Common misconceptions about customer support.
Biggest challenges when scaling a customer support team.
The impact of COVID in the future of work.
Susana’s mentorship experience with PWIT (Portuguese Women In Tech)
Finding a work environment that promotes trust, transparency, and failure.
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By Jahn Karsybaev
4.9
6868 ratings
Susana has over ten years of experience in Customer Experience. She is currently a Senior Manager of Customer Support at Loom where she empowers users to be their best selves at work and achieve more with their team. She is the 3rd employee at Loom and has helped the company scale to 120 Loommates. Before Loom, she helped launch and grow Airbnb’s European HQ to 600+ employees. When she’s not helping companies scale and deliver great customer experience, she is paying it forward as a mentor for the Portuguese Women In Tech community and sharing advice and resources for job seekers in her personal blog.
Topics:
Susana’s journey to Airbnb and her current role at Loom.
Common misconceptions about customer support.
Biggest challenges when scaling a customer support team.
The impact of COVID in the future of work.
Susana’s mentorship experience with PWIT (Portuguese Women In Tech)
Finding a work environment that promotes trust, transparency, and failure.