What Is It Like to Work on the Operations and People Team at Kustomer?

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What is it actually like to work here at Kustomer? We’re going to help answer this question in a series of interviews with folks from every department to tell you about their unique experience, and how it applies to anyone looking to join.

 Here’s Robert Charming, Head of Global Operations & People at Kustomer, to share what it’s like to be part of the team that keeps us growing and thriving as individuals and as a company!

Q: What is it like to work on the Operations and People team at Kustomer?

RC: Operations & People are the core drivers of our business. It’s through our people that we push the business forward, moving the needle on the operational goals we set out for ourselves. Being a member of the Ops & People team means being a part of the foundation the rest of the company is built on.

Q: How does Kustomer’s Operations and People team work with the rest of the company?

RC: Well, we impact everyone and a bit of everything. On the people side, we’re partnering with hiring managers to define their needs and work with them to find the right people to add value back into the organization. Once a new team member joins Kustomer, we’re also there to help support them in their professional (and personal) growth. This spans everything from making sure people have markers for the whiteboard, to talking through individual career paths with teammates. On the operational side, we help teams work together to define metrics, drive ownership in the organization, and increase productivity by streamlining processes. The joke is that we’re the WD40 of the organization—and the squeaky wheel gets the grease.

Q: What are some of the daily tasks expected of the open roles on the operations team?

RC: We’re looking for two roles at the moment—an Executive Assistant to the CEO, and a Talent Acquisition Lead. As the EA to the CEO, the focus will be threefold:

  1. Driving productivity and efficiency into our CEO Brad’s schedule and role.
  2. Overseeing and managing the office, including things like those aforementioned markers, to putting on all company events like our yearly holiday party.
  3. Ad hoc projects across the executive team.

Overall, the EA will drive the organization forward, partnering with both Brad and Robert, Head of Ops and People, to make sure we’re running smoothly at all times.

As the Talent Acquisition Lead, you’d be owning the end-to-end function, from defining roles to bringing on the talent to fill them. We have a solid foundation in place today, but there’s always room to improve. From talent branding to candidate experience and interview training, there’s a lot left to be done, and we strive to make sure the people we engage have an exceptional experience.

Q: What is unique about Kustomer’s culture, and how are Ops and People a part of that?

RC: Kustomer offers you a real sense of ownership in the work that we do. We’re very transparent with everything, from decisions to metrics, to the goals we’re setting for ourselves. This has helped us do a lot with a little and move mountains quickly. We’re proud of our scrappy, resourceful team, and we all band together when we’re facing a challenge. Specifically, the People and Ops team are helping make sure everyone is moving in the same direction with KUSTYS (like OKRs) and many other communication initiatives, like our bi-weekly all-hands meeting.

Q: How does Kustomer set up its employees for growth and success?

RC: There’s quite a few ways to list here. One of the larger things is our KUSTYS, which help define what individuals are working on during a specific scope of time. Other ways are through our benefits; we cover 100% of premiums AND coinsurance for people on our teams, also paying most of the family portions as well. As a member of the People team, we’re advocates for our employees and their best interests. As a team, we’re here to talk through challenges, provide feedback, and ensure we’re all in a place where we can be productive. There’s a lot that goes into that mission.

Q: If you had to describe the People team in one word, what would it be?

RC: We didn’t know how to answer this one, so we asked Brad and his response was “Awesome”.

If all of this sounds makes you think, “Wow, Kustomer sounds like the kind of place I want to work,” then we have some good news. We’re growing fast, and are hiring for People and Ops roles in our NY office RIGHT NOW! If you’re interested in joining our team, apply directly here.

From Customers to Teammates: Creating a People Centric Culture

As a member of Kustomer’s People team, I frequently chat with candidates about working at Kustomer. Our conversations cover individuals’ experiences, interests, and what they’re looking to do next in their career. When candidates ask me about our team, I share how we deeply value helping people.

It’s an inherent part of what we do, and who we are. Customer service permeates our collective experience at Kustomer.

Our shared concern for others stems from the company’s history. Kustomer’s co-founders, Brad and Jeremy, have worked in the CRM space for over 20 years. They’ve set out to shift the way we think about client success. The technology we’ve built advocates for the customer by offering a holistic view of their needs. In our platform, the customer is the atomic unit of record. This model enables support teams to better serve customers and alleviate pain points created by ticket-based systems. As Brad explained, “It’s about supporting a customer and not a case.” The People Centric mindset they built into our application is at the forefront of what we do.

Brad and Jeremy harnessed their extensive knowledge to create a product that fixes broken customer relationships. Their propensity towards improving customer service defines Kustomer’s core values, which are rooted in serving others. In fact, our primary value is “Customers First.” This passion for a flawless experience bleeds over into the way we work together at Kustomer.

On a micro-level, conversations between Kustomer teammates often revolve around advocating for others. An engineer recently told me her favorite part of work is customizing our platform for clients’ specific needs. “You get to see so many use cases,” she said excitedly. “I love that our product makes people’s’ lives easier.” Our focus on people’s experience is a shared theme across teams.

Another developer shared with me that his team put significant effort into a project, but then realized late in the process a better solution existed. Despite added work, the team agreed to pivot the approach, yielding better results for our clients. “Here at Kustomer, we focus on the best outcome for our customers,” he explained.

Since its inception, Kustomer has made serving customers a priority. We take the same approach with our internal team. Our culture promotes setting folks up for success. Leaders and teammates regularly check in with one another. Individuals are encouraged to voice their opinions and map out their personal careers aspirations. I have personally benefited from one-on-ones with my team lead, gaining insights into how my work directly impacts the business and how I can continue to grow in my role.

Beyond taking a personal investment in our teammates, there is an abundance of institutional support at Kustomer. Every quarter, we survey our team to better understand their engagement and the areas we can address as a People team. We want to ensure that individuals have what they need to perform at their best. As a result, the company covers 100% of employees’ medical, dental, and vision insurance. Additionally, we enjoy a flexible vacation policy, catered lunch at our semi-monthly meetings, a free Citibike membership, and an array of other perks. Using this feedback loop, we frequently look at our total rewards package to make sure we’re appropriately serving our team, the same way we strive to serve our customers.

Every day, I am impressed by my colleagues’ thoughtful perspectives and their knack for collaboration. I find that folks are inclined to support each other at Kustomer. I spoke with a marketing colleague about cross-departmental collaboration. “When I first started in my role two years ago, I wanted to engage with the product and review its functions,” she recalled. “Our test engineer immediately offered to walk me through our platform and his process. To this day, we still exchange ideas about the product. He has been a great source of knowledge for me.” Kustomer’s People Centric culture encourages our team to learn from each other.

It’s evident our team values commitment and accountability. Our work is centered on helping people and one another. We strive to treat our teammates like our customers—with respect, authenticity, and kindness. Relationships are a priority to us, whether they are forged across our software or in our workplace. As a member of our People team, I’m excited to continue providing a People Centric culture to our customers, internal and external.

Natalie Magioncalda is on the People Operations team at Kustomer.

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