Support Heroes by Kaizo

In this episode, Brianne Adams, Melissa Hughes and Bob Miley- customer support representatives from Fetch Package (Fetch), explore how to create a supportive and productive customer service culture. Find specific and actionable tips on how to build an environment that promotes improvement, and increases the productivity and longevity of customer support staff. Happy listening!

In this episode, Peter Voor de Wind- a Customer Success Consultant at Zendesk, former Global Customer Service Manager at Swapfiets and Benedikt Dormann- Head of Customer Experience at Jimdo, former Director of Global Customer Service at N26, discuss how and why companies get customer service strategy right and wrong. The conversation touches on the value of customer service to businesses today, how to communicate and measure that value of customer service internally, and why the value of great service is often missed. This episode is invaluable to any support leader wanting to better leverage their department to benefit their parent company as a whole. Enjoy!

In this episode, Rui Chaves- Director of Customer Experience at Deel formally of Facebook, Uber and Dashlane, provides an in-depth look at customer service outsourcing. Having started his career in an outsourcing firm and established multiple outsourcing programs at Facebook, Rui is the perfect person to separate the myths about outsourcing from the facts. Rui also shares his insights on why to outsource and how to get the most out of an outsourcing relationship. Happy listening!

In this episode, Katalin Fritz- Chief Customer Officer at Marley Spoon, shares her lessons learned from a storied career in customer support. Establishing shares service centres from scratch, leading some of Amazon’s world-leading customer service teams and now growing with a customer-centric approach to service at Marley Spoon. This episode provides rich strategic advice as well as actionable insights regarding how to actually become a customer-centric organisation. Happy listening!

In this episode, Jaya Sardjoe- a customer support associate at Zevij-Necomij B.V., shares her experiences and lessons from her first two years working in customer support. At Zevij-Necomij, a dutch wholesale company, she’s been guided and advised on how to succeed as an agent. She now shares these actionable and effective tips with us. Enjoy!

In this episode, Susana de Sousa- Senior Manager of Customer Support at Loom, elaborates on the lessons she learned while working in customer experience at Airbnb. She shares the philosophies that allowed her and the team at Loom to conquer the insane challenges presented by meteoric pandemic growth. All the while giving an honest and humble look at the trials associated with providing great support today. Enjoy!

In this episode, Mara Vicente - Vice President of Customer Support at Pipedrive, shares insights from her wealth of experience working in customer support.

Touching on everything from international management and team culture to company strategy and the power of old-fashioned hard work. This is the perfect episode to continue developing your managerial skills as a modern customer support leader.

Our first Agent of the Month episode of Support Heroes by Kaizo featured Nadezhda (Hope) Zubova from Miro. During the episode, Hope explores what motivates her as an agent. Showing how supporting agents personally and operationally improves their well-being and therefore deparemental performance. Happy listening!

In this episode, Nick Chong- Head of Global Support & Services at Zoom, explains why he believes support is the best place to develop the skills required to be a successful senior manager, VP or executive officer. Nick provides a detailed description of how he and his department invite agents to develop themselves and their careers at Zoom. Finally, he encourages all Support Heroes to take great pride in our industry and work. An inspirational must-listen for all of us!

In this episode, Dorien de Vreede- Head of Customer Support at bloomon, outlines the playbook she developed scaling a support team from 0 to 70+ agents in just a year at Catawiki, which she now applies to great success at the blossoming florist scale-up: bloomon. Dorien offers actionable, thoughtful advice that’s useful to support staff at all levels, tailor-made to allow support departments to scale with grace and speed. Happy listening!