Netherlands

Customer Experience (CX)

Customer Success Management

Branny

Head of Support

Critical-thinking

Customer service

Intercom

Zendesk

Understand the process of training, motivating and directing your team members.

Managing people

How to create a positive workplace culture that drives collaboration and productivity?

Fostering a good team culture

Steps to building and maintaining a strong, cohesive and effective team.

Building an effective team

Learn the tips to successfully manage a team in a remote environment.

Managing a remote team

Making remote and globally distributed teams work for you and your needs.

Working remotely

Learn essential burnout prevention techniques and replenish physical and emotional energy.

Managing burnout

Talk to people who have learned to manage their imposter syndrome.

Dealing with imposter syndrome

How to set up the team for success by defining and measuring team's performance.

Choosing metrics and team goals

Identify and define potential product problems and generating possible solutions.

Identifying problems vs solutions

Learn how to properly present your work and share ideas and opinions.

Presenting your work with impact

How to work with team members with different skill sets but towards a common goal?

Working cross-functionally

How to successfully prepare and position yourself for a job promotion?

How to get promoted

Decreased resolution and response times more than 10x across the business.

Scaled Intercom to 10 departments and over 100 individuals, bringing subject matter expertise where our users and support agents are.

Upon successfully completing the employee lifecycle optimization, moved onto optimizing Go-To-Market.

Built a support team from the ground up in an unfamiliar industry. 

Oversaw the establishment of baseline metrics and KPIs, hired multiple layers of support staff, managed managers.

Implemented Intercom as the primary tool for providing support to our users. 

Built and pitched proposals for increasing organizational efficiency. 

Established and defined Enablement and Operation roles. 

Represented Support in the Voice of the Customer

Weathered three rounds of redundancies and ensured the team remained motivated and focused on our objectives throughout.

Within a year, provided product training to over 1500 staff across the company (30 cohorts averaging 40 people) during which the materials were continually adapted to the product development cycle. 

Advocated for and participated in establishing a monthly release cycle for T1-3 type changes alongside product, design and engineering. 

Ensured the materials built for internal onboarding were reused in external agency training courses. 

Envisioned and spearheaded implementation of company-wide escalation process geared towards a 2min first response and 5 minute engineering involvement dynamic. 

Peronally trained the first 20 agents in support, leveraged the experience to asynchronously onboard another 70 agents who, in addition to product knowledge, required deep understanding of underlying support processes. 

Achieved agent time to productivity of 3 weeks.

Implemented WorkRamp across the business.

Led the EMEA team consisting of 8 individuals. 

Issued one PIP which was successfully passed. 

Pivoted from Intercom to Zendesk. 

Envisioned and began lobbying for a Learning & Development team within the support organization due to a massive gap introduced by insanely fast hiring. 

6 months into my leadership role, began heavily working on putting together the Learning & Development team.

Hire #3 in Support. 

Implemented Intercom.

Solved 1100 customer queries in 30 days, less than 40 days after joining. 

Promoted to a manager within 60 days of joining.

Branny🇳🇱