Felix Starzer, Sr. Director of Global Customer Care at Staffbase, takes us along his journey from gamer to head of customer support at a fast-growing company, and the skills and mindset that brought him through.
Episode Summary:
In this episode, Jan joins Felix Starzer, Sr. Director of Global Customer Care at Staffbase. Felix takes us along his journey from gamer to head of customer support at a fast-growing company, and the skills and mindset that brought him through. Felix also discusses customer satisfaction (CSAT) as a team-based metric, the importance of creating career growth within support, and making customer support a fulfilling career choice. Finally, he emphasizes the importance of building connections within the support community, and offers practical advice for others in support leadership roles.
*Key Takeaways*:
– CSAT as a Team Effort: Instead of focusing on CSAT as an isolated metric, build a motivated, customer-focused team to naturally drive high CSAT scores.
– Support as a Career Path: With clear career progression and responsibilities, Felix highlights how customer support can become a long-term, fulfilling career. The paradigm is currently shifting on this.
– Learning from Community and Experience: Felix stresses the value of learning from others in the industry, experimenting with new ideas in quickly applicable ways, and adapting based on real customer feedback.
Explore More Episodes
Episode
26
–
Multi-Lingual Sound of Service
From workforce management to building teams that thrive, Mathieu shares insights for leaders navigating agents through everyday customer service.
Episode
25
–
Service as a Holistic Experience
Drawing from tons of data and award-winning strategies, Christian shares practical insights for improving service and fostering customer satisfaction at every level of your organization.
