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Operators Internal features from companies like Airbnb, Brex, Docsend, Facebook, Google, Lyft, Carta, Slack, Uber and WeWork to share their stories and tips on how to break into areas such as marketing and product management. They also share best practices for entrepreneurs on how to hire and manage experts from areas outside their domain.
This week's edition features And Airbnb Global Product Manager for Customer and Community Support Platform Products, Andy YasutakeAnd President of Carta for Corporate Relations Management, Jared Thomas.
Airbnb, one of the world's most valuable private technology companies, has millions of hosts who trust that strangers (guests) come to their homes and hundreds of millions of guests who trust strangers (hosts) to provide a roof over their heads. Carta, Formerly known as eShares, the $ 1 billion + company is the leading provider of table roof management and evaluation software, with thousands of customers and about one million individual shareholders as users. Customers and users entrust Carta to manage their investments, a very serious responsibility that requires trust and security.
In this episode, Andy and Jared shares with Neil how companies like Airbnb, Carta and LinkedIn think about customer service, how to enter and succeed in the industry and technology in general, and how the founders think about hiring and managing customer support. Experienced in two trusted technology companies, Airbnb and Carta, this episode is full of broad perspectives and deep insights.
Neil Devani And Tim Hesia Created Operators After seeing and hearing a lot of philosophical podcasts about the future of technology, insufficient attention to the practical daily work that makes it all happen.
Tim is the CEO and founder of Media Mobilize, a media company and ad network, and a partner at Venture in Digital Garage. Tim is an early investor in Workflow (acquired by Apple), Lime, FabFitFun, Oh My Green, Morning Brew, Girls Night In, The Hustle, Bright Cellars and more.
Neil is an early-stage investor based in San Francisco with a focus on businesses building things that people need, and solutions to extremely difficult problems. The companies he has invested in include Andela, Clearbit, Kudi, Recursion Pharmaceuticals, Solugen and Vicarious Surgical.
If you are interested in starting or accelerating your marketing career, or how to recruit and manage this job, you will not miss this episode!
Operators Brings experienced experts in companies like Airbnb, Brex, Docsend, Facebook, Google, Lyft, Carta, Slack, Uber, WeWork, etc. to share internal advice on how to break into areas such as marketing and product management. They also share best practices for entrepreneurs on how to hire and manage experts from areas outside their domain.
In this episode:
In episode 5, we talk about customer service. Neil Interviews Andy YasutakeThe Airbnb, global product manager for customer and community support products, is Jared ThomasPresident of Carta Corporate Relations Department.
Neil Divani: Hello and welcome to operators, where we talk to entrepreneurs and executives from leading technology companies such as The Google, Facebook, Airbnb and Carta on how to break into a new field, how to build a successful career, and how to recruit and manage talent beyond your own expertise. We go beyond the lofty speculation of venture capitalists and story time with the founders to dig in nuts and bolts about how everything works here from people doing real daily work, people making all that, and people who know what happens really takes up. Operators.
We are talking today with two customer service experts, one with hundreds of millions of clients paying individuals and the other is the industry standard for managing equity investments. I'm your host, Neil Divani, and we come to you today from Digital Garage in downtown San Francisco.
He is joined by Jared Thomas, director of corporate relations at Carta, a company worth more than $ 1 billion after a recent round of financing led by Andresen Horowitz. Formerly known as eShares, Carta is the leading provider of table roof management and evaluation software with thousands of customers and about one million individual shareholders as users. Customers and users trust Carta to manage their investments, a very serious responsibility that requires trust and security.
Andy Yasutake, Global Product Manager for Airbnb Customer and Community Support, is one of the most important startups in private technology today. Airbnb has millions of hosts who trust that strangers come to their homes and hundreds of millions of guests who trust someone to provide a roof over their heads. Number of cases and types of cases that Andy and his team should consider and manage. Jared and Andy, thanks for joining us.
Andy Yasutake: Thanks for hosting us.
Jared Thomas: Thank you so much.
Devani: To get started, Andy, can you share your background and how you got to where you are today?
Yasutake: Certainly. I am originally from Southern California. I was born and raised in Los Angeles. I went to the University of Southern California to graduate at the University of Southern California, and I have already studied psychology and information systems.
In the late nineties of the last century, dot com was ongoing, I was always interested in technology, I entered into management consulting in interstate consulting that became Accenture, has been working in consulting for more than 10 years, and I was always working on large systems to implement technology projects around customers . So, customer service, sales conversion, and anything about CRM, as a kind of foundation, but it's always been very technical, but I really like part of psychology.
So I've always been on multiple consulting projects and one of the consulting projects here in the Gulf. I finally moved here 10 years ago and joined eBay, and at eBay I was the product manager for CSO too. He was there for five years.
I left for Linkedin, another rocket ship that was growing and was the first director of technology solutions and operations where I had all kind of business empowerment as well as technology jobs, and she's been at Airbnb for about four months. So, I returned to a kind of passion for products, customer support, community experience and the world of customer service.