• Beyond the Queue: Inside Customer Support

  • By: Stonly
  • Podcast
  • 5.0 out of 5 stars (1 rating)
Beyond the Queue: Inside Customer Support By cover art

Beyond the Queue: Inside Customer Support

By: Stonly
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  • Summary

  • 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.
    © 2024 Beyond the Queue: Inside Customer Support Stonly
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Episodes
  • How to Improve DEI in Customer Support (feat. Jordan Pedraza)

    How to Improve DEI in Customer Support (feat. Jordan Pedraza)
    Apr 6 2022
    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 experience.
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    1 hr and 9 mins
  • Building a High-Velocity Customer Success Program (feat. Mo McKibbin)

    Building a High-Velocity Customer Success Program (feat. Mo McKibbin)
    Mar 8 2022
    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.
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    1 hr
  • How to Build an Efficient High-Volume Interview Process (feat. Neil Smith)

    How to Build an Efficient High-Volume Interview Process (feat. Neil Smith)
    Jan 11 2022
    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.
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    51 mins
Management Economics
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