Meet our Global Head of Service Operations
Long-time Chocorian reflects on her team and career at Choco.
We sat down with Sara during our Global Customer Support summit to learn more about her role and experience working at Choco. Here's what she had to say.
Want to learn more? We continued the conversation below.
Hi Sara! Tell us more about your professional background and milestones in your career.
My jobs have always been in a “serving” role - whether it was serving customers in a restaurant as a waitress or helping Mercedes Benz customers stuck on the road as a Customer Support agent. I always found joy in solving problems and having an impact on people’s happiness. I’ve had a few important milestones but the life-changing one was launching a venture with Rocket Internet in Sydney back in 2015. It was so intense, so challenging so intimidating - yet very rewarding and fulfilling. I got addicted to the hustle.
What's one thing that drew you to your current role at Choco?
I love solving problems. In customer support you eat problems for breakfast - anything else is boring. On top of it, I have the pleasure to work with a hungry and driven team who enjoys the challenge as much as I do. We have the privilege to grow together as a function.
What does a day look like in your role?
Every day is different, but usually, I get started by checking our live chats and Inboxes. This gives me a good estimation of the user’s sentiment and whether there are any issues that need to be escalated within Engineering, Product, and Design. I have 2-3 interviews per week to grow our teams and check in with our markets if they need any specific support. Additionally, I have a long list of initiatives I work on to unlock potential and efficiency for our CS team.
What do you look for in a potential new teammate?
Our CS Associates are at the front of everyday business with our customers. They walk in the customers' shoes every day. This requires resilience but also a day-zero mindset where no day and no customer is like the other. Thus, we are looking for solution-oriented peers, who embrace imperfection and enjoy building together a world-class customer experience.
Interested in joining our Operations team? We're hiring! Click here to check out our open roles.