B2B

3: Andrew Spittle, Happiness Engineer @ Automattic

In Episode #3 of the Support Leaders Podcast, we interview Andrew Spittle, Happiness Engineer at Automattic.

We talk about his first experience using WordPress and building a company in college. Then we talk about how Automattic’s support team has grown extensively as a fully remote team. We go into Automattic’s amazing company rule – no internal email,  and how that affects the support team.

In this episode, you will learn:

  • How Automattic effectively supports a wide variety of different products.
  • Why every employee at Automattic starts with 3 weeks in support, and how Andrew’s team makes that possible.
  • Why Automattic built their own live chat product and how it enables them to manage live chat for a completely remote team at scale.
  • Why Automattic has no internal email and how they manage internal communication.

Andrew’s favorite books:

The Effortless Experience

The Effective Executive

Tribal Leadership

Leading Change

2: Zach Bouzan-Kaloustian, Director of Customer Support @ DigitalOcean

In Episode #2 of Support Leaders, we interview Zach Bouzan-Kaloustian, Director of Customer Support at DigitalOcean. We talk about his time at Foursquare, Fab.com, and then growing with the team at DigitalOcean. He explores his ideas of “Support as a Product” and goes into detail about how they are solving their massive knowledge management challenge.

In this episode, you will learn:

The makeup of DigitalOcean’s support team, how many tickets they get, and how they have scaled.

The DigitalOcean support tool stack, why they chose to move to Salesforce ServiceCloud, and what their challenges were in moving. 

How DigitalOcean manages real-time chat with customers at scale.

The skills required to be a support agent for DigitalOcean.

How DigitalOcean’s support team works with the Risk and Saftey and Customer Success teams.