After reading recent posts about my daily and weekly routines as lead of a distributed support team at Automattic, Arun Sathiya reached out to ask me more about WordPress.com support for the Freshdesk blog’s “Secret Sauce to Customer Support” series. I was happy to spend a Saturday afternoon chatting with him via Slack. On top of reminding me that operating as a 100% distributed workforce is still somewhat novel, the interview process and the questions Arun asked made me really proud of our Happiness team. I work with some amazing people.
My favorite question Arun asked was, “What do you think is the secret sauce to customer support?” You can read the full interview, including my answer to that question, on Freshdesk’s blog: This is how WordPress.com handles over 2000 support tickets every day. Thank you, Arun!