Felix Starzer, Sr. Director of Global Customer Care at Staffbase, takes us along his journey from gamer to head of customer support at a fast-growing company, and the skills and mindset that brought him through.
Episode Summary:
In this episode, Jan joins Felix Starzer, Sr. Director of Global Customer Care at Staffbase. Felix takes us along his journey from gamer to head of customer support at a fast-growing company, and the skills and mindset that brought him through. Felix also discusses customer satisfaction (CSAT) as a team-based metric, the importance of creating career growth within support, and making customer support a fulfilling career choice. Finally, he emphasizes the importance of building connections within the support community, and offers practical advice for others in support leadership roles.
*Key Takeaways*:
– CSAT as a Team Effort: Instead of focusing on CSAT as an isolated metric, build a motivated, customer-focused team to naturally drive high CSAT scores.
– Support as a Career Path: With clear career progression and responsibilities, Felix highlights how customer support can become a long-term, fulfilling career. The paradigm is currently shifting on this.
– Learning from Community and Experience: Felix stresses the value of learning from others in the industry, experimenting with new ideas in quickly applicable ways, and adapting based on real customer feedback.
Explore More Episodes
Episode
10
–
The Green Customer Service Man
Jan sat down with Ron Gerber to explore the intersection of customer service, sustainability, and cutting-edge AI.
Episode
09
–
The Service Queen
Jan sat down with Anika Tannebaum, aka the "Service Queen," to dive into the art and science of creating unforgettable customer experiences.
