Beyond the Queue: Inside Customer Support

Stonly

Welcome to Beyond the Queue, a biweekly podcast by Stonly that looks at the human side of customer support leadership. In each episode, we talk with customer support leaders from companies like Shopify, Patreon, Gong, Loom, and more about their career journeys, how they build and scale their teams, and what advice they have for up-and-coming support leaders. We hope you enjoy the show! For more information about Stonly, an interactive guidance platform for self-serve support, visit stonly.com.

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Beyond the Queue: Inside Customer Support

Episodes (23)

Apr 6, 2022 How to Improve DEI in Customer Support (feat. Jordan Pedraza)
Mar 8, 2022 Building a High-Velocity Customer Success Program (feat. Mo McKibbin)
Jan 11, 2022 How to Build an Efficient High-Volume Interview Process (feat. Neil Smith)

Beyond the Queue: Inside Customer Support

Apr 6, 2022
1½ hours
63 MB

Jordan Pedraza, VP of Global Support at Handshake, talks about how to improve DEI in customer support organizations and how support leaders can be more inclusive. She shares the amazing work she’s been doing on this front at Handshake over the last 5 years, including specific tactics she’s implemented across hiring, onboarding, career development, policy, and customer experience.

Beyond the Queue: Inside Customer Support

How to Improve DEI in Customer Support (feat. Jordan Pedraza)

Stonly

00:00 -01:08:35