Leaders Joined the Chat | Oleg Krasnov on Customer Experience
Leaders Joined the Chat is our interview series where we sit down with Manychat leaders to talk about their expertise, experiences, and what it takes to build Manychat.
In this episode, Oleg Krasnov, Head of Customer Experience, shares his perspective on scaling the CX team, building a remote culture, and the power of empathy in leadership.
Bringing the questions: Anna Kriukova.
Time codes:
00:52 Oleg’s Intro
01:16 Joining Manychat
02:25 How the Company Changed
03:23 Scaling the CX Team
05:15 Nailing the Hiring Process
07:31 Three Things to Look For in Candidates
10:08 Teamwork Over Ego
12:20 Structure of the CX Team
15:12 Team Culture
17:04 'Happy CX Means Happy Customers'
19:59 Onboarding at Manychat
22:46 The Complexity of the Product
24:16 Career Growth Paths
26:02 Collaboration Across Teams
27:06 The 'Win Together' Value
29:52 Leadership Style in 3 Words
32:46 Evolution as a Leader
34:50 The Role of Mentorship
38:40 Strategic Networking
41:15 Learning From Your Team
42:36 Main Achievements
43:37 How to Recharge
48:06 Passion for Surfing
50:23 Surfing vs. Working at Manychat
52:00 What Makes You Feel Accomplished
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