260: Revolutionizing Customer Support: All-Hands Support Delivery from across the Organisation; with Sarah Caminiti

Get ready to revolutionize your perspective on customer support as Sarah Caminiti joins me, Charlotte Ward, to unveil the power of all-hands support. Imagine a workplace where the CEO and the newest developer alike roll up their sleeves to tackle daily customer queries. This is the reality at Sarah's company,  DNSimple, where fostering a deep understanding of customer needs across all team levels has led to a transformative support experience. We delve into the nuances of creating a knowledge-rich environment that empowers both customers and engineers, ensuring the latter aren't swamped by trivial issues. Sarah's approach has not only streamlined support but has also cultivated an atmosphere where engineers embrace customer interaction with confidence and stress-free ease.In our second chapter, the art of managing a remote support team takes center stage. Striking the perfect balance between responsiveness and team cohesion in a virtual environment is no small feat. I open up about the meticulous orchestration behind our 24-hour response policy, highlighting the vital role of documentation and transparent communication in keeping our remote wheels turning smoothly. Through mentorships and performance reviews, I strive to spotlight process optimization over finger-pointing, fostering a culture where feedback leads to growth. We share our strategies for keeping dialogue channels open, ensuring that our team feels supported in voicing any concerns. Join us for this compelling exploration of cultivating trust and efficiency in the ever-evolving realm of customer support.Support the show

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Customer Support Leaders have been there, on the front line with customers. They understand how things work, and the value of support. They understand the needs and foibles of their customer base. Unlike most other disciplines, there’s no training for this role. No two CS Leadership roles are alike. No two CS Leaders are alike. So this is our opportunity to hear from those leaders and learn from them. Whether you’re a CS leader now, or you aspire to be, this is the podcast for you! Hear different leaders discuss a topic with me, Charlotte Ward.