Magdalena Primo is Customer Support Supervisor at ID90 Travel- a travel platform specifically for airline employees. In this episode, we speak about the needs of agents and agent care. Magdalena chronicles her past experiences as an agent at an outsourcing firm and contrasts the lack of fulfilment she felt then to her happy home of 8 years- ID90 Travel. As well as sharing her lessons from the frontline, Maggie shares how care is at the forefront of her management style and the culture of ID90 travel, and how this pays dividends for her and her team.

Ep.12 Smarter Support Tools - How Raúl Garreta Applies AI at MonkeyLearn to Make Support Better

Support Heroes by Kaizo is a podcast made to celebrate Customer Support and develop the industry by sharing high-level insights in weekly, long-form discussions with expert guests. We want to shine a light on the contributions made by our brothers and sisters in the industry, and share best practices from some of our most trusted and talented colleagues. It's not very widely understood how tough it is to provide exceptional Customer Service, nor how much of an asset it is to companies looking to dominate the market. We'd like to change that misconception by putting Support Heroes from world-leading companies in the spotlight and connecting them to you- our dear listeners.