David Kohl, Director of Support at Shopify, shares how he and his team use deep customer understanding to drive merchant growth.

In his 25+ years working in customer support (with a brief foray into sales), David has supported many different types of customers, in several different industries. Everything from highly technical customers at Hewlett Packard to small business merchants at Shopify.

In that time, he’s learned a thing or two about how to deeply understand customers and adapt support operations to fit their specific needs (at scale).

In this episode, David shares:

1. The first three things he does to deeply understand customers when he starts in a new role
2. How he adapts support operations to fit the needs of different customer types
3. How he motivates his team
4. How he measures his team’s performance (and how those metrics change depending on the customer type)