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Susana de Sousa, Senior Manager of Customer Support at Loom
What do you do when ticket volume skyrockets from 2,000 to 12,000 nearly overnight, in the middle of a pandemic? In this episode, Susana de Sousa, Senior Manager of Customer Support at Loom, shares how she and her six-person support team responded to Loom’s massive growth last year. Hint: It involves radical transparency, empathy, self-serve content, and strategic hiring.