Welcome back to the SentiSum Support Insights podcast!

This week, Dimple Pattani, the Head of Frontline Customer Support at GoCardless joins me to talk about customer service team culture.

GoCardless has grown rapidly in the last few years, adding a ton of new people to the team and significantly increasing ticket volume.

In the episode, Dimple explains the elements of a strong team culture, the core values, ways of working and management styles that have allowed her team to be high performing and efficient as they scale up.

You'll learn:

• The GoCardless growth story
• What empowering agents really means
• What culture creates a high-performing team
• What team building events GoCardless does

Did you know? We also do an article each week as part of the Support Insights content series, you can find those here.

Employees need to be able to identify themselves with something that binds us all together. That has to be culture. We pride ourselves in providing a happy, engaged, and wholesome work environment at GC.—Dimple Pattani

Related episodes:

1. How to build a customer obsessed culture [Feat. Charlotte Spain of Buzzbike]

2. How to build empathy in your customer service team [Feat. Megan Bowen]

Related articles:

1. How build a customer-centric culture

2. How to sell the value of CX internally‍