Decoded by Threado

May 10 2024
Decoded by Threado Podcast artwork

Welcome to Decoded by Threado where we chat with founders, support and community leaders. We talk about how to do great customer/community support at the intersection of AI, unpack unconventional methods to do support and community building. Together, we dissect, decode, and dive deeper into how they had successfully built stellar teams before and/or building them now. We are building an exclusive community for founders, support and community leaders. Join - https://www.threado.com/community

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Giulio Castiglioni - Building multi cultural remote support teams

May 10 2024 50 mins  
🤙 About the guest - Giulio is the Customer Care Director at Playtomic. He has spent years building and managing multicultural teams for both B2B and B2C customers. 🤙 Timestamps - 00:00 - Introduction and Background06:30 - Overview of Playtomic09:28 - Common customer queries11:09 - Achieving a high CSAT score15:14 - Building and managing a multilingual team21:20 - Team alignme

Kallen Bakas - Are remote support teams the future? Lessons from Airbase's Director of Support

May 01 2024 55 mins  
🤙 About the guest - Kallen is the Director of Support at Airbase. He has over a decade of experience in building and managing customer support teams, especially in B2B SaaS companies 🤙 Timestamps03:06 - Challenges and benefits of remote support08:47 - Unique challenges of customer support for procurement and finance teams12:22 - Categorizing customer support levels14:00 - Ph

Brittany Ferguson - Leading and scaling support teams in the age of AI!

Jan 19 2024 49 mins  
🤙 About the guest - Brittany is a seasoned customer support leader with over a decade of experience. She's held support leadership roles at companies like Brio Systems, Nerd Fitness, and Fracture. She's also been the director of event operations at Support Driven. 🤙 Timestamps -01:41 - Brittany's serendipitous journey 03:47 - Her early experiences in marketing and journalism

Neal Travis - Understanding the two-by-two matrix of the customer support landscape!

Jan 08 2024 41 mins  
🤙 About the guest - Neal Travis is the creator and host of Growth Support and is creating a resource library for support professionals across the globe. He is also a support leader at the Academy to Innovate HR. 🤙 Timestamps 00:47 - Neal's introduction02:38 - The evolution of the customer support landscape over the years04:18 - Neal's philosophy in delivering great customer

Dave Chapman - How to build a proactive customer support team

Jan 03 2024 53 mins  
🤙 About the guest - Dave Chapman is a Senior Customer Advocate at Buffer. He has been with Buffer for nearly a decade now. He works at the intersection of tech, social media and marketing and focuses on work culture, product management, communication and wellness.He has also worked at Apple Retail and has been an Osteopath in the past. 🤙 Timestamps 00:54 - Dave's journey till

Peter Peart - How to unlock customer success in the right way!

Dec 19 2023 52 mins  
🤙🏻 About the Guest - Peter Peart is the founder of Scale-Upp.uk. He has 17+ years of firsthand startup and scale-up expertise with various orgs to improve their internal processes. He is also an advisor and a mentor. 🤙🏻 Timestamps - 01:25 - Peter's career highlights till now04:56 - The mindset of helping others grow in their careers08:16 - What does it mean to work for

[Special Episode] Lauren Fearn - AI in Customer Support from the Director of Support at Zapier

Dec 12 2023 54 mins  
🤙🏻 About the Guest - Lauren Fearn is the Director of Support at Zapier. She has been with the Zapier support team for more than five years and has over a decade of experience in building customer support teams in companies like Madgex, BrightLocal, Create[dot]net🤙🏻 Timestamps - 00:48 - Intro of Lauren01:27 - Implementing AI at Zapier07:05 - Learnings from implementing A

Kincy Clark - Lessons of building great support teams from an army veteran!

Dec 05 2023 59 mins  
🤙🏻 About the Guest - Kincy Clark is the founder of OneStudy.ai. He is a support leader with 12+ years of experience in companies like Bolt and Autopilot.🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.🤙🏻 Timestamps02:01 - How to s

Hilary Dudek - Why having a non-linear career is an unfair advantage of being a support leader!

Nov 27 2023 44 mins  
🤙🏻 About the Guest - Hilary Dudek has over a decade of experience in support. She was a senior director of support at SANA. She's in advisory roles right now at Partner Hero, Aimiable. She took leadership roles in companies like Glooko and Handshake. She is extremely passionate about remote culture, fantastic Customer Experience, and growing people in their Support careers an

Andrew Rios: Lessons from veteran CX leader on empathy, documentation and team building

Nov 22 2023 54 mins  
🤙🏻 About the Guest - Andrew Rios is a Global Customer Support Leader. He combines an energetic leadership style with a strong technical foundation and a deep understanding of Customer Experience/ Support and Engineering Operations. As a technologist, runner, mentor, speaker, and experienced Customer Experience and Technical Support leader, Andrew brings 25 years of BPO and gl