In this episode, Pam Dodrill- Vice President of Customer Support and Success at Zapier, shares top tier strategies developed from decades of support management, now applied in one of the world’s leading SaaS companies. Pam elaborates on many facets of support strategy, contrasting common practices to those she and Zapier believe to be optimal.

Ep. 20 Playbook for Scaling Support - Dorien de Vreede's Lessons from bloomon and Catawiki

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.