![Ep. 48: Building specialized teams for optimal support at Figma [Feat. Emma Chipperfield, Product Support Manager at Figma]](https://s3.castbox.fm/97/5e/77/72218705bf16ecfdc4fb3183c3e0545726_scaled_v1_400.jpg "Ep. 48: Building specialized teams for optimal support at Figma [Feat. Emma Chipperfield, Product Support Manager at Figma]")
Ep. 48: Building specialized teams for optimal support at Figma [Feat. Emma Chipperfield, Product Support Manager at Figma]
Description
Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community
In today's episode of the Support Insights Podcast we talk to Emma Chipperfield, Product Support Manager at Figma, about how she's been building out specialized teams within the support structure and the benefits of this approach.
We discuss the specialized segments Emma's team is split into, how this helps to improve the support experience, and the impact this approach has had on SLAs and CSAT
If you're looking to optimize the structure of your support team, Emma also takes us through her advice, including how it's never too early to specialize!
Plus, hear about how Figma encourages all teams to participate in product discovery, and how they keep the unofficial value of "Play" alive throughout the organization.
Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com
![Ep.28: How to create a happy and productive customer service culture [Feat. Dimple Pattani, Head of Frontline Support at GoCardless]](https://s3.castbox.fm/22/86/a9/8a735bfb1769c9031bf2d66a40079202a9_scaled_v1_400.jpg "Ep.28: How to create a happy and productive customer service culture [Feat. Dimple Pattani, Head of Frontline Support at GoCardless]")
![Ep. 27: How Otrium successfully changed BPO while scaling [Feat. Svitlana Gaunt, CX Operations Lead at Otrium]](https://d3t3ozftmdmh3i.cloudfront.net/production/podcast_uploaded_episode400/9266682/9266682-1630666675111-43c75b443042a.jpg "Ep. 27: How Otrium successfully changed BPO while scaling [Feat. Svitlana Gaunt, CX Operations Lead at Otrium]")
![Ep. 53: Proactive customer support through community building at Drift [Feat. Ben Gardner, VP of Customer Support at Drift]](https://s3.castbox.fm/4f/31/44/8d6c7cdcf03930edfa8498676b43db2eb5_scaled_v1_400.jpg "Ep. 53: Proactive customer support through community building at Drift [Feat. Ben Gardner, VP of Customer Support at Drift]")
![Ep. 52: Reducing reply times by over 90% at Deliverr [Feat. Justin Rezende, Head of Support at Shopify Logistics]](https://s3.castbox.fm/b1/fb/bd/4017cb66d931d80a2047f5322e1bb2d285_scaled_v1_400.jpg "Ep. 52: Reducing reply times by over 90% at Deliverr [Feat. Justin Rezende, Head of Support at Shopify Logistics]")
![Ep. 51: Turning Customer Support into a value centre [Feat. Thibaut Martin, CX Expert, ex-Head of CX at Otrium]](https://s3.castbox.fm/3e/7a/c3/0230f952876d2008c8231690bcee719684_scaled_v1_400.jpg "Ep. 51: Turning Customer Support into a value centre [Feat. Thibaut Martin, CX Expert, ex-Head of CX at Otrium]")
![Ep. 50: How CS excellence connects initiatives between departments at Miro [Feat. Svitlana Gaunt, CS Excellence Team Lead at Miro]](https://s3.castbox.fm/ed/92/be/5b10cff5abf76bed6bf3550de3f1356a8a_scaled_v1_400.jpg "Ep. 50: How CS excellence connects initiatives between departments at Miro [Feat. Svitlana Gaunt, CS Excellence Team Lead at Miro]")
![Ep. 49: Levelling up player experience at Supercell [Feat. Tony Adams, Product Manager at Supercell]](https://s3.castbox.fm/94/ae/7d/40b41f83aa6b69acc62ff4341c0e46884b_scaled_v1_400.jpg "Ep. 49: Levelling up player experience at Supercell [Feat. Tony Adams, Product Manager at Supercell]")
![Ep. 47: Creating the ultimate tagging taxonomy at Grindr [Feat. Jeffery King, Community Advocate and Travis Brace, Customer Support Manager at Grindr]](https://s3.castbox.fm/70/c1/4a/8be70af87c5de793626c3df7c2ac7845a9_scaled_v1_400.jpg "Ep. 47: Creating the ultimate tagging taxonomy at Grindr [Feat. Jeffery King, Community Advocate and Travis Brace, Customer Support Manager at Grindr]")
![Ep. 45: Scaling support in a growing business [Feat. Bronte Coyne, Global Senior Customer Experience Manager at Unity]](https://s3.castbox.fm/af/63/e9/6d3865aa26ca0f4594d76061f6ffa11e92_scaled_v1_400.jpg "Ep. 45: Scaling support in a growing business [Feat. Bronte Coyne, Global Senior Customer Experience Manager at Unity]")
![Ep. 44: How to influence the product roadmap in customer support [Feat. Shannon Johnson, Director of Customer Support at Sprout Social]](https://s3.castbox.fm/e7/71/a4/0d8e102dee0f7915f8f9c903acc6e1c74c_scaled_v1_400.jpg "Ep. 44: How to influence the product roadmap in customer support [Feat. Shannon Johnson, Director of Customer Support at Sprout Social]")
![Ep. 43: Harnessing AI in customer support [Feat. Clemens Behrend, ex-Global Director of Customer Support at Bitpanda]](https://s3.castbox.fm/4c/52/5c/985ea7800eae57c122e9e4b53dbc2756ff_scaled_v1_400.jpg "Ep. 43: Harnessing AI in customer support [Feat. Clemens Behrend, ex-Global Director of Customer Support at Bitpanda]")
![Ep. 42: Boosting CSAT scores and reducing first response times at Printify [Feat. Valeria Kast, Head of Merchant Support at Printify]](https://s3.castbox.fm/4a/83/de/16f89561e76c12ee0c2f977e62e40cecc1_scaled_v1_400.jpg "Ep. 42: Boosting CSAT scores and reducing first response times at Printify [Feat. Valeria Kast, Head of Merchant Support at Printify]")
![Ep. 41: How Hotjar are representing customer support insights in their product feedback loop [Feat. Nick Moreton, Director of Support at Hotjar]](https://s3.castbox.fm/74/e6/19/46330dbb29667416a988d1cf9711dd70bc_scaled_v1_400.jpg "Ep. 41: How Hotjar are representing customer support insights in their product feedback loop [Feat. Nick Moreton, Director of Support at Hotjar]")
![Ep. 40: Encouraging your agents to problem solve [Feat. Zack Bryson, Head of Global Customer Service at Awardco]](https://s3.castbox.fm/a5/af/ea/b6c2db06983918d52266d473d8baab8094_scaled_v1_400.jpg "Ep. 40: Encouraging your agents to problem solve [Feat. Zack Bryson, Head of Global Customer Service at Awardco]")
![Ep. 39: Centring customer care around education [Feat. Matt Bell, Customer Care Team Lead at Too Good To Go]](https://s3.castbox.fm/8f/85/04/3a4d338defe2439f0ddba915659940e045_scaled_v1_400.jpg "Ep. 39: Centring customer care around education [Feat. Matt Bell, Customer Care Team Lead at Too Good To Go]")
![Ep. 38: Creating a healthy team feedback culture [Feat. Phil Thompson, Customer Support Director at Roofr]](https://s3.castbox.fm/ad/81/66/ad4af51ef222e47383043f73a484093fdf_scaled_v1_400.jpg "Ep. 38: Creating a healthy team feedback culture [Feat. Phil Thompson, Customer Support Director at Roofr]")
![Ep. 37: Creating effortless customer experiences [Feat. Craig Stoss, Senior Ops Manager at PartnerHero]](https://s3.castbox.fm/2e/df/ac/940aefcb7b94b353b9a2e880f7750d5ecf_scaled_v1_400.jpg "Ep. 37: Creating effortless customer experiences [Feat. Craig Stoss, Senior Ops Manager at PartnerHero]")
![Ep. 36: The benefits of reducing agent training time [Feat. David Apple, CRO at Zingtree]](https://s3.castbox.fm/66/49/55/67c6745b0262f07c620b67566e878718d7_scaled_v1_400.jpg "Ep. 36: The benefits of reducing agent training time [Feat. David Apple, CRO at Zingtree]")
United States
