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.