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Clarity

Mantas Beloglavka

Vilnius, Lithuania

I am a head of Customer Support and Customer Success teams at Oberlo/Shopify currently leading remote and in-house teams of 40 employees in 3 time zones. I have worked on org. design and rollout of knowledge management, social care, training & onboarding, escalated support, proactive support and quality assurance team formats.

Over the past 3 years, I was passionately focusing on scaling the team while maintaining operational excellence, innovation and high-quality support standards at Oberlo.

With the right people, and led by empowerment as a core value and deeply ingrained extreme ownership, we have helped thousands of eCommerce merchants to achieve their business goals.

I'm mostly involved with:
- Business Process Management
- Project Management
- Cross-Organizational Collaboration
- Workforce Planning
- Quality Assurance
- Organisational Design
- Operations Management
- Strategic Planning
- Team Leadership
- eCommerce

$1.67/min

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Marketplaces Leadership Customer Service Online Marketplace Start-up Operations

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Customer Support Organization

As of February 2019, I'm stepping in as Business Operations Lead at Shopify Product Sourcing PL. Currently, in charge of:

1) Building a team to support growing needs and solve new challenges as we develop the ultimate b2b product sourcing marketplace;
2) Legal operations;
3) Compliance;
4) Risk & fraud;
5) Cross-functional collaboration and Org. Design.

In the past three years, I was leading the Customer Success team at Oberlo. From being the first hire outside of the founders' circle to growing CS department to 50 employees across three timezones. During my years as Head of Customer Success, I have stretched the following muscles:

1) Heavy involvement in Oberlo strategy pre & post acquisition;
2) Cross-functional team management;
2) Leading multiple in-house and remote teams;
3) Managing for performance and managing for continuous improvement of people and processes;
4) Leading a team through acquisition by Shopify;
5) Driving cross-organizational collaboration and bridging the gap between the two support worlds.
6) Reducing support volumes by closing user-product feedback loops and implementing proactive tech-touch support solutions;
7) Workforce planning, hiring, improving productivity ratios.

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Mantas Beloglavka answered

What is the easiest to use customer support platform for founding startup team?

I’d recommend Intercom as it is a perfect platform to start and then scale both, customer success & support teams without a need to develop custom features.

Asynchronous chats and automated messages that if emoloyed properly can help reduce support debt by sending out tailored recommendations, onboarding or announcement messages.

Wonderful tool for both, proactive and reactive customer support.

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Customer Support

Customer Service

Mantas Beloglavka answered

What would a sales or customer service role be like at a large company like Facebook?

It would be a generalist support role that is 100% reactive focused on putting out fires.

Such companies have huge support teams that are under strict workforce planning with well though trough (to the minute) scheduling and multiple support channels (email, chat & phone) that requires reps to be always logged to their scheduled channel on time.

Metrics like average handle time & idle time become very important as big support organisations are under strict financial investment plannings and have to monitor costs.

It also involves managing remote & scaling overseas teams if company is chasing the sun (24-7 support).

One of the bigger challenges then becomes front line workers tenure, turnover, employee attrition and retention.

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Mantas Beloglavka answered

Is there a way to gauge the quality of our chats and know the trend in common questions?

It all starts with a proper Quality Assurance proccess in place. Benefits of having QA in place are twofold: it can act as a tripwire to capture knowledge gaps or discrepancies with a product itself. So not only reducibg support debt, but closing support to product feedback loop.

While automation is the best option it usually starts with agents tagging conversations manually and doing monthly or quarterly deep-dives to identify top call drivers (areaa of the product that creates friction and stops customers from achieving their goals).

While you can set up conversation-topic tagging by keywords automatically - it’s far from accurate and data on trends become too clunky.

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Member since October 2018