Ep. 48: Building specialized teams for optimal support at Figma [Feat. Emma Chipperfield, Product Support Manager at Figma]

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In today's episode of the Support Insights Podcast we talk to Emma Chipperfield, Product Support Manager at Figma, about how she's been building out specialized teams within the support structure and the benefits of this approach. We discuss the specialized segments Emma's team is split into, how this helps to improve the support experience, and the impact this approach has had on SLAs and CSAT If you're looking to optimize the structure of your support team, Emma also takes us through her advice, including how it's never too early to specialize! Plus, hear about how Figma encourages all teams to participate in product discovery, and how they keep the unofficial value of "Play" alive throughout the organization.    

Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com