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Marco Sambrano
Customer Service Team Manager
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 team manager since July 2024.
Advice for prospective candidates
Do your best and try to enjoy the process. We're genuinely interested in getting to know you through every step of the hiring process!