The Privilege Of Keeping Support Weird At Zapier
Below is an article originally written by Pam Dodrill, the VP of Customer Support at PowerToFly Partner Zapier, and published on October 1, 2018. Go to Zapier's page on PowerToFly to see their open positions and learn more.
I'm excited to announce that I'm joining Zapier as VP of Customer Support. Ever since I saw my first Zapier alert in a former role, I've been curious about what the company is building. And as soon as I mentioned to friends and colleagues that I was in discussions for this role, they all had big reactions and told me how much they love what Zapier is doing with integrations and automation. I'm a huge fan and I'm eager to join this fast-growing company and 100% remote team.
The approach this company takes to its customers, employees and overall business impresses me beyond measure. The company culture and values were the first thing I looked at and "Empathy, no Ego" along with "Default to Action" and "Default to Transparency" jumped out at me. This is how I work. During my interview process, I found real-life examples of these values at work, stories that validated what the company was advertising.
The other thing that struck me is how Zapier pushes normal limits. I mean - 100% remote team, not just support team, but the whole team? Anyone that knows me, knows I've been advocating for remote teams for well over a decade - probably more like 2 if I'm honest. This company knows how to do it right - AND they share their lessons learned.
In general, Zapier is a company that wants to learn best practices and then gets focused on how to improve those practices and makes them work for their individual company needs. This is so much better than just running through a prescribed playbook. I'm elated to apply this approach while leading Zapier's Support team.
During my research, I also ran across this post about why everyone at Zapier participates in All Hands Support - written by Wade Foster (one of Zapier's co-founders) that lists 6 really good reasons why this is important. For me, it puts empathy for the customer at the center of how we do business and it guarantees the Support team gets the respect they deserve.
As I met with different members of the Support team I realized there is an inherent passion for Customer Support and an esprit d'coeur that only exists in organizations that are genuinely excited about what they are doing. But what struck me most is they get it. They know what they want to do. They don't need me to come in and tell them what to do or do it for them. They just need help harvesting and implementing their ideas through hyper-growth while maintaining a fabulous customer experience.
It's really hard to pick a favorite thing I learned while interviewing, but I think I'd pick this: Keep Support Weird. I was told on numerous occasions that it is very important to the team, as they choose a new leader, to find someone who will help Keep Support Weird. After stumbling into a Support role at the age of 16 and turning it into a career, I understand this completely. It's one of those things that if I have to explain it, you won't understand.
I feel so privileged to join this team. If you know what it means to Keep Support Weird, check out these jobs and join us.