Ep. 3: Karolina Zielenow, MoonPay, Revolut, scaling customer support through hypergrowth and CS lessons from an innovative startup - a podcast by SentiSum

Karolina joined Revolut in 2016 when they had just 20-30 employees and had just set up their first dedicated customer support office.

Fast forward 4 years, Revolut has +1,500 employees and is one of Europes biggest success stories of the past decade.

At one point, they even hired 100 people in one day into the support team.

‍But, now Karolina has moved to MoonPay to head up the crypto-tech startup's customer support as they scale.

‍This interview was so exciting because not only did we get to hear stories from the warzone (AKA a startup in hypergrowth), but we also got to deep dive what best practice Karolina has learned while working in three fast-paced Fintech startups.

‍I found it most interesting how customer support and engineering team's worked so closely together. We got a rare understanding of how companies that work in an agile way incorporate customer feedback into their product, working very closely with customer service to uncover customer insights on each feature and process.

You'll learn:

- How to maintain good customer service despite the chaos

- How each team member was still selected to stringent requirements (despite 100 joining in one day)

- How each team member received promising career prospects

- Why Karolina loves the chaos and learning opportunities that a startup offers

- Scaling up product & customer support insight

- Staying on top of tons of new feature releases

- Why it's important in industries like FinTech to be quick, clear and communicative 

- Why a clear communication channel between support and product/ engineering is vital

- How product and support work together to create a great customer experience

- The number one lesson from working in three Fintech startups

- The one the that Karolina would do differently and change about the way things are done

This podcast is powered by SentiSum, a SaaS platform that helps you get to the root cause of customer pain. Our customer analytics software turns qualitative customer data from support chats, email, NPS and surveys into quantitative insights that improve product and operations.

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