Giulio Castiglioni - Building multi cultural remote support teams

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Decoded by Threado AI

Threado

49 episodes

9 months ago

Welcome to Decoded by Threado where we chat with founders, support and community leaders. We talk about how to do great customer/community support at the intersection of AI, unpack unconventional methods to do support and community building. Together, we dissect, decode, and dive deeper into how they had successfully built stellar teams before and/or building them now. We are building an exclusive community for founders, support and community leaders. Join - https://www.threado.com/community

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Entrepreneurship

Business,

Marketing

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Giulio Castiglioni - Building multi cultural remote support teams

Decoded by Threado AI

50 minutes

1 year ago

Giulio Castiglioni - Building multi cultural remote support teams

🤙 About the guest - Giulio is the Customer Care Director at Playtomic. He has spent years building and managing multicultural teams for both B2B and B2C customers.

🤙 Timestamps -
00:00 - Introduction and Background
06:30 - Overview of Playtomic
09:28 - Common customer queries
11:09 - Achieving a high CSAT score
15:14 - Building and managing a multilingual team
21:20 - Team alignment and communication
26:00 - Evolution of technology in customer support
27:10 - The role of AI in customer support
29:00 - Challenges and implementation of AI in customer support
31:24 - The future of customer support
33:06 - Changing roles in customer support
34:41 - Hiring and building a support team
43:27 - Challenges of a remote and multilingual team
48:03 - Advice for support leaders

🤙 Where to find Giulio - https://www.linkedin.com/in/giulio-castiglioni/