Beyond the Queue: Inside Customer Support

Apr 05 2022 4
Beyond the Queue: Inside Customer Support Podcast artwork

Welcome to Beyond the Queue, a biweekly podcast by Stonly that looks at the human side of customer support leadership. In each episode, we talk with customer support leaders from companies like Shopify, Patreon, Gong, Loom, and more about their career journeys, how they build and scale their teams, and what advice they have for up-and-coming support leaders. We hope you enjoy the show! For more information about Stonly, an interactive guidance platform for self-serve support, visit stonly.com.

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How to Improve DEI in Customer Support (feat. Jordan Pedraza)

Apr 05 2022 68 mins  
Jordan Pedraza, VP of Global Support at Handshake, talks about how to improve DEI in customer support organizations and how support leaders can be more inclusive. She shares the amazing work she’s been doing on this front at Handshake over the last 5 years, including specific tactics she’s implemented across hiring, onboarding, career development, policy, and customer experienc

Building a High-Velocity Customer Success Program (feat. Mo McKibbin)

Mar 07 2022 60 mins  
Mo McKibbin, Head of Customer Success at Moxion, explains the concept of high-velocity customer success and how the right mix of human-led and and digital-led processes can help CX teams offer a more personalized experience with fewer resources.

How to Build an Efficient High-Volume Interview Process (feat. Neil Smith)

Jan 11 2022 51 mins  
Neil Smith, Senior Director of Support at Iterable, shares how he’s built an effective, efficient, and inclusive interview process that helps him hire a lot of amazing people, fast.

5 Steps Drift Used to Scale Up to 24/7 Support (feat. Ben Gardner)

Dec 14 2021 46 mins  
Ben Gardner, Director of Support at Drift, shares his 5-step process for expanding support from a 9-5 model to a 24/7, “follow the sun” model.

How Zapier Boosts Employee Retention and CSAT by 'Keeping Support Weird' (feat. Pam Dodrill)

Nov 30 2021 36 mins  
Pam Dodrill, Vice President of Customer Support and Success at Zapier, dives into the four tenants that help her team stay weird and authentic at work and how that helps them maintain a high CSAT, high employee engagement scores, and low attrition rates.

How Veho Scaled Their Support Team by 5x in 8 Months (feat. Antonio King)

Nov 16 2021 51 mins  
Antonio King, Head of Support at Veho, shares how he’s scaling the shipping company’s rapidly-growing support team through a combination of aggressive hiring and establishing key support functions and operations. In this episode, Antonio discusses how he finds and hires great people at scale, which support operations he’s focusing on first, and how he approaches everything wi

How to Balance Agent Growth with Relentless Productivity (feat. Ashley Sachs)

Nov 03 2021 47 mins  
Ashley Sachs, Director of Support and Success at Whereby, shares how she balances agent growth with relentless productivity. With a little inspiration from Ted Lasso, Ashley reveals how she manages that delicate balance, how she helps agents discover their “spark,” and how a culture of growth empowers her team to crush their KPIs.

What Support Leaders Get Wrong About Agent Training and How to Fix It (feat. Tony Won)

Oct 19 2021 52 mins  
Tony Won, Head of Customer Experience at TruPlay Games, shares what he thinks support leaders often get wrong about agent training - and how to fix it. Tony has worked in the video game industry for over a decade, doing everything from UI/UX design and music composition to leading customer support and experience teams (including building a few from scratch). In this week’s episod

How Shopify Support Drives Merchant Growth with Deep Customer Understanding (feat. David Kohl)

Oct 05 2021 41 mins  
David Kohl, Director of Support at Shopify, shares how he and his team use deep customer understanding to drive merchant growth. In his 25+ years working in customer support (with a brief foray into sales), David has supported many different types of customers, in several different industries. Everything from highly technical customers at Hewlett Packard to small business merchants

How Patreon Uses Data and Segmentation to Support 7M+ Customers (feat. Angela Raiford)

Sep 21 2021 46 mins  
Angela Raiford, Director of Community Happiness at Patreon, talks about how she uses data and segmentation to support over 7 million users (across B2B and B2C) — with a 50-person team. Patreon was one of the first companies in the rapidly growing creator membership space. As a support leader there for over 6 years, Angela has pioneered several innovative strategies for: 1. Suppor