Heidi Elhawary is Head of User Support at trivago- of one, if not the most, well-known hotel meta-search platform. Heidi rose quickly through the ranks in her department and in less than half a decade total in the Support industry, now finds herself in a senior position at a hugely successful B2C company. With her agent days still fresh in her mind, Heidi shares insights into how she made this possible and how you can emulate this yourself. Be you an agent or manager, Customer Support is a career you can be proud of- so hold your heads high, Support Heroes. Welcome to episode two!