Decoded by Threado AI

🤙🏻 About the Guest - Kincy Clark is the founder of OneStudy.ai. He is a support leader with 12+ years of experience in companies like Bolt and Autopilot.🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.🤙🏻 Timestamps02:01 - How to start with building a support team06:01 - Support teams in established companies13:43 - Support as a career18:38 - Skills required for building a career in support 27:57 - Frameworks for support managers34:37 - What can you do outside of work to grow in your career38:23 - How to get into leadership positions in support46:51 - Lessons from Kincy's time in the army 51:21 - What Kincy is building next55:15 - Closing thoughts🤙🏻 Where to find Kincy - https://www.linkedin.com/in/kincy/overlay/about-this-profile/🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20

🤙🏻 About the Guest -  Hilary Dudek has over a decade of experience in support. She was a senior director of support at SANA. She's in advisory roles right now at Partner Hero, Aimiable. She took leadership roles in companies like Glooko and Handshake. She is extremely passionate about remote culture, fantastic Customer Experience, and growing people in their Support careers and beyond.🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.🤙🏻 Timestamps02:01 - Current role as a support leader 05:14 - Skills learned during the journey of becoming a support leader07:04 - Coaching strategies for support leaders who want to amp up their skillset 13:09 - Tools that bridge the gap between agents and managers16:38 - Operation strategies for support leaders26:13 - Advice for support leaders who are handling remote teams31:05 - Some mistakes that people should avoid when they hire agents33:22 - Checklist to have while hiring people39:27 - Areas where agents stumble and excel when it comes to efficiency42:21 - Closing thoughts🤙🏻 Where to find Hilary Dudek - https://www.linkedin.com/in/hilarydudek🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20

🤙🏻 About the Guest -  Andrew Rios is a Global Customer Support Leader.  He combines an energetic leadership style with a strong technical foundation and a deep understanding of Customer Experience/ Support and Engineering Operations. As a technologist, runner, mentor, speaker, and experienced Customer Experience and Technical Support leader, Andrew brings 25 years of BPO and global experience in team building and resource management. 🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.🤙🏻 Timestamps01:57 - Framework and a way of approaching a new role as a leader04:40 - The science behind the 100 days plan08:16 - Success stories of people who followed the 100 data plan13:12 - Importance of documentation for CX leaders18:21 - Building CX teams from scratch22:01 - Hiring people from different industries28:38 - Best practices CX leaders should follow when it comes to communication33:11 -  How a CX leader should build an audience on LinkedIn46:00 - Tips to be a consultant in the CX industry🤙🏻 Where to find Andrew Rios - https://www.linkedin.com/in/riosa/🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20

🤙🏻 About the Guest - Craig Stoss is the Director of CX Transformation Delivery at Partnerhero. With a strong background in software engineering, Craig is recognized for driving exceptional customer experiences across the globe.🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.🤙🏻 Timestamps02:31 - What does the role of the Director of CX transformation delivery entail05:19 - Catering the requirements of customers across the globe10:52 - How to measure the success rate across the industries13:34 - Keeping up with the new tools in the market19:54 - Things support teams shouldn't miss to deliver the best customer experiences27:23 - Self-service strategy31:10 - His experience of managing customers across different cultures37:19 - Managing customer experience process when it comes to global teams44:26 - Parallels between software engineering and customer support50:56 - AI in designing customer experiences1:06:27 - Outro 🤙🏻 Where to find Craig - https://linkedin.com/in/cstoss/ 🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20

🤙🏻 About the Guest - Garry Gormley is the founder, and CEO of FAB Outsourced Solutions which is helping contact centres operate more efficiently! He has 20 years of experience within the contact centre industry. 🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.🤙🏻 Timestamps0:49 - The leadership aspect of customer support04:18 - The underestimated role of call centre agents8:24 - The two career-defining roles in Garry's life11:33 - Operational excellence in terms of customer support18:09 - Gaps between sales and customer support teams and how to bridge them28:49 - Is AI going to take away the service jobs?34:18 - What can CX teams learn from call centre agents38:47 - Outro to the podcast🤙🏻 Where to find Garry Gormley - https://www.linkedin.com/in/garry-gormley-the-fab-group/ 🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20

🤙🏻 About the Guest -  Jeff Breunsbach is the Director of Corporate Marketing at Higher Logic. He is also the co-founder of Gain Grow Retain, a community for Customer Success leaders to share their work, collaborate and grow their careers. He has worked with over 60 B2B SaaS brands as they build scaled customer programs.🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.🤙🏻 Timestamps - 2:40 - Scaling customer success through community8:24 - The frameworks to elevate great customer success or experience13:22 - Where to start building customer success through community18:49 - The trickiest part of starting a community22:26 - Skills that CX support leaders can rely on to do community31:18 - How much brand involvement happens in customer success 36:18 - How can the brand guidelines be effectively passed on to the CX leaders40:36 - How content and CX can collaborate 46:12 - Unconventional ways to do great customer success or support50:13 - How to hire great talent53:09 - How should a startup or a business build customer programs58:58 - How do CX leaders build a network, especially on LinkedIn1:02:10 - Closing thoughts🤙🏻 Where to find Jeff - https://www.linkedin.com/in/scaledcs/🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20

🤙🏻 About the Guest - Kel Kurekgi is a dynamic and accomplished leader in the customer experience industry, currently serving as the Senior Global Customer Experience Manager at Zapier. Rooted in the United Kingdom, Kel's professional journey spans across industry-leading companies like James and James Fulfilment, Network Rail, and Rightmove, demonstrating his expertise in Client Services and Customer Experience Management.🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.🤙🏻 Timestamps03:38 - Kel's transition from a scriptwriter to Customer experience in tech09:45 - What is a superpower for a customer experience representative13:26 - How empathy is the key to success in this sector20:30 - How Kel's non-linear career path helped him at Zapier25:47 - Frameworks used by Kel at Zapier31:15 - The biggest problem in customer support40:05 - Two things every customer success team should be doing now43:10 - The difference between customer service and customer support47:38 - Scaling customer success teams54:49 - Closing thoughts56:04 - Outro to the podcast🤙🏻 Where to find Kel Kurekgi - https://www.linkedin.com/in/kel-kurekgi-643b6b61/🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20

🤙🏻 About the Guest -  Tom Blossom is a customer experience leader with experience in building and coaching support teams for over a decade. He has worked with companies like Sentry, Instana, Tecton among others!🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Community Champs, a tight-knit community of world-class community leaders.🤙🏻 Timestamps5:03 - Key elements of building a support team7:40 - Establishing a standard process in teams11:28 - How should a founder start a support team from ground-up17:06 - Coaching and designing the systems for people who are working remote20:04 - Tom's hidden methodology used over the 10 years of support experience21:49 - Handling the clashes of support teams26:56 - Navigating the uncertainty of support tickets28:30 - Handover process internally between the support team30:16 - how does great customer support increase business revenue or a startup's revenue33:47 - Success metrics for support teams38:33 - Tools to accelerate the support process47:57 - Instances where Tom's team has impacted the whole business strategy53:04 - Important qualities of support folks56:50 - Outro to the podcast🤙🏻 Where to find Tom Blossom - https://www.linkedin.com/in/tomblossom/🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20

🤙🏻 About the Guest -  Max has been a support leader at brands like SuperHi. With over 5 years of experience in support and community building, Max Pete is passionate about building communities that spark impactful change.🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Community Champs, a tight-knit community of world-class community leaders.🤙🏻 Timestamps02:33: Max’s observations at SuperHi leading a creator community.09:21: How did he empower the active members12:33: Handling the conflict between selfless support and rewarding it16:88: Balancing KPIs of the community22:19: Moderation in community30:00: The worst ways to do support33:52: Transitioning between different community platforms42:13: Supporting the community to adapt to a new platform45:55: Outro to the podcast🤙🏻 Where to find Max Pete - https://www.linkedin.com/in/maxpete🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20

Pramod Rao and Abhishek Nalin co-founders at Threado have a chat with our host Sharath Kuruganty the Head of the Community at @ThreadoHQ. They talk about the journey so far, the feedback and love received by the customers, why transparency is important and how building AI-powered support solutions is the way forward!