How Does Working from Anywhere Look like? Insights from Our Customer Support Team Lead

Introduction

Q: Can you introduce yourself and describe your role at SmartRecruiters?

Hi I’m Dany, I’m Customer Support Team Lead working in SmartRecruiters for 5 years now. Our team is dedicated to helping users navigate and optimize their use of the platform, guiding them through challenges and best practices to recruit top talent, and resolving any issues they encounter. 

The Support Team is the frontline and the most efficient way for users to receive personalized help and answers to their questions. Our team members are dedicated to their roles and consistently strive to provide the best service possible within our capabilities.

Work from anywhere experience

Q: How have you utilized the 'work from anywhere' perk?

Traveling and experiencing new cultures is a passion of mine. I had no specific destination in mind, but I didn't want to miss out on this benefit, when you can accommodate it personally and professionally. When a friend who had moved abroad invited me to join them, I ended up in Zanzibar. It was an exciting opportunity to skip the cold European winter with only a 2-hour time difference. I got my flight ticket, put my laptop in my baggage, and arrived on the Tanzanian island.

Q: What challenges have you faced while working remotely, and what has been the best part?

The first challenge was adapting to the local culture and norms, but the sunny skies made everything easier to handle. Ensuring a reliable internet connection and finding a place with a generator during frequent power cuts were my biggest concerns. Despite these challenges, I managed to stay on schedule. Once the initial stress was over, working in front of the ocean provided a relaxing and inspiring environment.

Q: Would you recommend the 'work from anywhere' perk?

I recommend this experience to anyone who has the opportunity. I had to move out of my comfort zone, leave my apartment, and agree to put my whole life in a suitcase (filled only with t-shirts and shorts) for a few months, but it was worth it. This full immersion in the unknown changes your mind and brings you life memories.  

Support Philosophy and Strategy

Q: What principles guide your approach to customer support at SmartRecruiters?

The ability to put yourself in the customer’s shoes is essential, but it is also crucial to set the proper expectations for our engagement. Recognizing that the user is in trouble is one thing, and understanding how this impacts their business is another. Even if an issue does not seem significant at first glance, you need to dig deeper into it. Therefore, I would say that being able to determine the priority as quickly as possible and maintaining temperance in communication is important. Stay calm in heated situations and do not take criticism personally.

Q: How do your support strategies align with SmartRecruiters' objectives and technology advancements?

The number one goal is to have satisfied customers by offering effective solutions and positive outcomes. The strategy involves promptly addressing customer requests, ensuring the team is well-versed in the product and its features, staying constantly updated with new releases, and continuously improving our support with the provided tools and reliable processes.

Collaboration and Team Dynamics

Q: How do you collaborate with other teams at SmartRecruiters?

As the Product Support team, we collaborate extensively with the engineers to secure quick fixes by providing information, documents, or any resources that can assist during the investigation. Interactions with the Product teams are also invaluable when confirming feature behaviors to ensure we provide accurate information to customers.

Day-to-Day Operations

Q: What does a typical day look like for you as Customer Support Team Lead?

My day starts with checking the latest updates on the Support and Engineering channels to ensure there are no ongoing emergencies, followed by reviewing my emails for updates on our cases. I monitor the customer queues and ensure requests are addressed promptly. In this role, it's important to be available for team members when they need help or confirmation on processes. The priority is to resolve tickets and ensure client satisfaction. We have a dedicated team channel and hold weekly calls to support each other. Maintaining a friendly atmosphere is also important to balance the pressure from customers.

Customer Feedback and Improvements

Q: How does your team use customer feedback to improve support services?

Customers receive a survey at case closure, allowing them to leave feedback and a rating, which is averaged at the end of the quarter. When an agent receives a poor customer satisfaction (CSAT) score, we review the case to identify areas for improvement. If there is a recurring issue, we discuss potential actions, such as process improvements or additional training.

Career Path and Advice

Q: What led you to your role as Customer Support Team Lead at SmartRecruiters? What advice would you give to someone pursuing a career in customer support?

The experience I accumulated over the years in support, coupled with sharing my knowledge with new joiners, naturally led me to become a reference for platform and process-related requests. My character, combined with my desire to ensure things are done properly and consistently across all agents, has been a significant asset. My advice is to be bold and speak up, but ensure you have something meaningful or productive to say. Setting clear expectations while being friendly creates the right chemistry. Being open to evolution, self-examination, and recognizing mistakes are opportunities to improve and build reliability within your team. You need to be a role model and remain human.

Check out more stunning views from Zanzibar in the video below!