How did you get into support?

As with most people, it was a matter of chance. Back in 2005 I got a “student” job in customer service for a major telco company. The pay wasn’t great at all, but it gave me a great foundation for how to operate and thrive in a corporate environment . Shortly after, I got promoted into their IT support team, and that’s how it all started.

What do most people get wrong about support?

I believe the biggest misconception about Support is that it is purely a cost center. If done right, Support would always generate value, be it either revenue via retention and upselling, or by providing Product Management the crucial feedback which will improve the product and advise the direction they need to take.

Support, if done correctly, is one of the biggest assets of any organization.

What's the most rewarding part of your role in customer support?

Trying to avoid the classic cliche but for me, what gets me out of bed and makes me love what I do, even after 19 years of doing it, is the people - both customers and colleagues. I still keep in touch with various customers and team members which is super awesome.

What has surprised you most about building a support team?

No support team will be built the same. Thinking that you’ve done it a few times, surely there’s a blueprint. In my experience, all companies are different, and thus building a support team is a brand new, fresh experience every time.