Denise Chan

Happy Monday! This Mailjet Monday, we’re talking to Mailjet veteran and football fan (the real kind), Barth Lecocq .Barth is a Customer Angel, helping customers send better email, optimize their campaigns and fight spammers out of the Paris HQ.

Mailjet Monday- Barth

What do you do for Mailjet?

As a part of the Customer Support team, I’m here to help improve the customer experience. On a day-to-day basis, I monitor support tickets and direct issues to the teams that can help address these problems. On a bigger picture level, I collect product feedback from these conversations to build more innovative email tools.

What does a typical day look like for you?

My day starts a little later than most other teams, since I work off a shift schedule with the Vietnam and Canada offices. We rotate to ensure 24/7 global coverage for customer support.

I usually get into the office at 10 am and start by reviewing messages from the past few hours, making sure all tickets have been answered. A large part of my day is also spent coordinating with other teams to document issues and connect customers with the proper resources they need to send better email.

What’s one most commonly asked question and your solution?

One of the most common concerns I hear about is deliverability. …How can we prevent or decrease the number of emails going into the spam folder?“

It’s important to make sure you set up authentication keys SPF and DKIM. This helps receiving servers identify that the emails sent from your email address are credible. We also have a handy best practices page on our site that is a good reference point if you’re new to deliverability.

What’s your favorite Mailjet moment so far?

I enjoy that we take time to hold big team meetings and regular outings. We’re a pretty global team now, which means it’s easy to get caught up in your own bubble — but we work hard, play hard.

What do you do on time off?

I’m really into football (or as they call it in the US, soccer). These past two months have been especially exciting, following The World Cup. My team, Chile, unfortunately didn’t make it as far as I’d hoped, but they put on a pretty good performance.

Where do you see the Mailjet Customer Support team going in the next 5 years?

We’re looking into a lot of growth over the next few years — hiring internationally and integrating more communication tools into our support team strategy. We have a strong team of technicians and developers; our new feature launch we’ve been working on is just the beginning to the many cool projects we have lined up in the pipeline.

[ Posted Mon, 21 Jul 2014 17:03:00 ]