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Marco Sambrano
Customer Service Supervisor
What I do at Propeller
I lead Propeller's Customer Service team, in charge of providing frontline customer support through chat and email.
Specialist support and development
Specialist support and development
- Quality assurance
- Live specialist support on complex customer issues
- Support escalations
- Specialist key metrics tracking, monitoring, and performance review
- Coaching and mentoring
- Uptraining
Hiring and onboarding
- Candidate interviews
- Written challenge reviews
- Preparation of role-specific interview questions
Process improvement and support resources management
- Publishing and maintenance of support documents
- Process improvements
- Product and workflow updates
- Shift scheduling
Why Propeller
If you are looking for a fast-paced and highly collaborative team, then Propeller Aero is a good fit for you.
Who am I?
Five years of experience in the customer service industry, both in BPO and startup spaces. I am Propeller's first ever Customer Service Specialist and have been the team's supervisor since December 2021.
Advice for prospective candidates
Do your best!