Meet The Team: John Tolias, Head of Customer Support

So, what does it take to become the Head of Customer Service at one of the world’s leading companies specialising in the creator economy? John Tolias sheds a light on exactly how he is driving our CS division to reach optimal results across each of our creator platforms.

Meet The Team: John Tolias, Head of Customer Support

What do you do at Genflow?
As the Head of Customer Support, my role is to facilitate a quality customer service experience across all of our client brands, ensuring customers feel engaged and satisfied with the level of support they are receiving.

This includes recruiting and mentoring other team members, analysing data reflecting our performance and devising solutions to enhance it, e.g. improving our systems, procedures and policies. My goal is to make our service and support operations as efficient and impactful as possible.

What were you doing prior to Genflow?

I worked in CS & Ops for three other startups, in the areas of finance, education, and events. For over a decade, I've been honing my skills while learning about different industries - and I've particularly enjoyed being part of vibrant teams looking to disrupt theirs.

Describe your role in 3 words?
Dynamic, demanding, rewarding.

The highlight of your time at Genflow so far?
I've been with Genflow for three years and the whole journey has been very exciting. But I'd say the highlight for me was successfully expanding our CS operations across 4 different countries without any third-party assistance.

Advice for someone who wants to start in the customer service industry?

1. Look for entry-level opportunities in exciting environments that will help accelerate your growth.

2. Get stuck in, work hard and be patient. Learn from the feedback you receive from customers as well as colleagues.

3. Think of the entire customer experience framework and try coming up with ways to improve various aspects of it.

4. Take initiatives that will help your team improve whilst giving you the opportunity to deepen your expertise.

Your favourite creator (Instagram, YouTube or TikTok)?
I love consuming content that's somewhat educational regardless of the topic. A few of my favourite channels are Adam Savage’s "Tested", Stephen West's "Philosophize This!", and Dan Hardy's "Full Reptile".

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