Oleg Krasnov is the Head of Support Excellence at Miro, an online collaborative whiteboard platform that enables distributed teams to work effectively together with over 20 Mn+ users. He is an evangelist for outstanding customer relations with 13+ years in tech spanning various industries having worked with companies such as Microsoft, Selectel, Zeptolab, etc.
As an advisor, he has helped to shape the CX strategy and operations for ManyChat, AppFollow & Smartcat. He also contributed his time and learnings to build educational content for GeekBrains to make their “Customer Experience Leader” curriculum better.
Oleg believes that the role of the support team is to guide the product roadmap by being the voice of the customer and he applied this to his work at Miro to build a new ‘Support Excellence’ function that he leads. Join Oleg and Netomi on October 14th, 2021 at 10 am PT on his journey of scaling the support organization at a hypergrowth startup, building a ‘unicorn’ culture & shaping Miro’s product.
Honest conversations covering:
- Increasing CSAT in a short time
- Managing the 7x surge during COVID
- Building a ‘unicorn’ culture in the support team
- Emerging trends in the customer service space