Kallen Bakas - Are remote support teams the future? Lessons from Airbase's Director of Support

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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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Kallen Bakas - Are remote support teams the future? Lessons from Airbase's Director of Support

Decoded by Threado AI

55 minutes

1 year ago

Kallen Bakas - Are remote support teams the future? Lessons from Airbase's Director of Support

🤙 About the guest - Kallen is the Director of Support at Airbase. He has over a decade of experience in building and managing customer support teams, especially in B2B SaaS companies

🤙 Timestamps
03:06 - Challenges and benefits of remote support

08:47 - Unique challenges of customer support for procurement and finance teams

12:22 - Categorizing customer support levels

14:00 - Philosophy and approach to customer support

20:47 - Value and limitations of AI in customer support

25:25 - Implementing AI: Focus on goals and use cases

31:11 - Customer feedback and agent assist

35:37 - Improving customer service experience

37:07 - Using AI for Data Analysis

40:09 - Building and developing a support team

45:36 - Building trust and team culture in a remote environment

47:13 - Communication and information flow in a remote team

51:20 - Tools and practices for remote team collaboration

53:16 - Advice for customer support leaders

🤙 Where to find Kallen - https://www.linkedin.com/in/kallen-bakas-8428b850/