SaaS

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

 

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.