Ep. 36 Creating Wow Moments: how to scale and provide excellent customer service

What does it take to lead support for a company that serves millions of customers every day?

Kheng Zhun Yeoh, General Manager for Customer Operations & Support, oversees the teams who make that possible. He shares what keeps things running smoothly behind the scenes, and what he looks for in the next wave of talent.

In this episode, host Alex Carril and Kheng discuss:

- What goes into providing exceptional support for 55+ million customers worldwide

- The 3 key pillars that keep service consistent at scale

- Why problem solving matters, both on the front lines and behind the scenes

- How tech and AI are used to provide better customer experiences

- Career lessons from Kheng’s years in operations leadership

- How he applied his experience in the automotive industry to fintech

- Valuable skills that are transferable to any industry

- Advice for support professionals who want to deliver a wow experience

- Tips for future support team members on how to stand out in interviews

- What Kheng looks for when hiring into his team

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