5: Kathryn Castle, Head of Technical Support Engineering EMEA, Optimizely

In Episode #5 of the Support Leaders Podcast, we interview Kathryn Castle, Head of Technical Support Engineering EMEA for Optimizely.

We discuss how she started teaching English after studying at the University of Warwick before starting her career in support. We talk about all of the changes she’s seen since starting at Optimizely in 2014.

In this episode, you will learn:

  • How Optimizely balances support between different technical teams as well as collaborates with different teams across the organization
  • What support channels Optimizely uses and how they chose those
  • How Kathryn improves her team’s efficiency with tooling and strategy

The book’s Kathryn recommends:

Crucial Conversations

High Output Management