Aug
08
2019
--

‘The Operators’: Experts from Airbnb and Carta on building and managing your company’s customer support

Welcome to this transcribed edition of The Operators. TechCrunch is beginning to publish podcasts from industry experts, with transcriptions available for Extra Crunch members so you can read the conversation wherever you are.

The Operators features insiders from companies like Airbnb, Brex, Docsend, Facebook, Google, Lyft, Carta, Slack, Uber, and WeWork sharing their stories and tips on how to break into fields like marketing and product management. They also share best practices for entrepreneurs on how to hire and manage experts from domains outside their own.

This week’s edition features Airbnb’s Global Product Director of Customer and Community Support Platform Products, Andy Yasutake, and Carta’s Head of Enterprise Relationship Management, Jared Thomas.

Airbnb, one of the most valuable private tech companies in the world, has millions of hosts who trust strangers (guests) to come into their homes and hundreds of millions of guests who trust strangers (hosts) to provide a roof over their head. Carta, a $1 Billion+ company formerly known as eShares, is the leading provider of cap table management and valuation software, with thousands of customers and almost a million individual shareholders as users. Customers and users entrust Carta to manage their investments, a very serious responsibility requiring trust and security.

In this episode, Andy and Jared share with Neil how companies like Airbnb, Carta, and LinkedIn think about customer service, how to get into and succeed in the field and tech generally, and how founders should think about hiring and managing the customer support. With their experiences at two of tech’s trusted companies, Airbnb and Carta, this episode is packed with broad perspectives and deep insights.

image1 2

Neil Devani and Tim Hsia created The Operators after seeing and hearing too many heady, philosophical podcasts about the future of tech, and not enough attention on the practical day-to-day work that makes it all happen.

Tim is the CEO & Founder of Media Mobilize, a media company and ad network, and a Venture Partner at Digital Garage. Tim is an early-stage investor in Workflow (acquired by Apple), Lime, FabFitFun, Oh My Green, Morning Brew, Girls Night In, The Hustle, Bright Cellars, and others.

Neil is an early-stage investor based in San Francisco with a focus on companies building stuff people need, solutions to very hard problems. Companies he’s invested in include Andela, Clearbit, Kudi, Recursion Pharmaceuticals, Solugen, and Vicarious Surgical.

If you’re interested in starting or accelerating your marketing career, or how to hire and manage this function, you can’t miss this episode!

The show:

The Operators brings experts with experience at companies like Airbnb, Brex, Docsend, Facebook, Google, Lyft, Carta, Slack, Uber, WeWork, etc. to share insider tips on how to break into fields like marketing and product management. They also share best practices for entrepreneurs on how to hire and manage experts from domains outside their own.

In this episode:

In Episode 5, we’re talking about customer service. Neil interviews Andy Yasutake, Airbnb’s Global Product Director of Customer and Community Support Platform Products, and Jared Thomas, Carta’s Head of Enterprise Relationship Management.


Neil Devani: Hello and welcome to the Operators, where we talk to entrepreneurs and executives from leading technology companies like Google, Facebook, Airbnb, and Carta about how to break into a new field, how to build a successful career, and how to hire and manage talent beyond your own expertise. We skip over the lofty prognostications from venture capitalists and storytime with founders to dig into the nuts and bolts of how it all works here from the people doing the real day to day work, the people who make it all happen, the people who know what it really takes. The Operators.

Today we are talking to two experts in customer service, one with hundreds of millions of individual paying customers and the other being the industry standard for managing equity investments. I’m your host, Neil Devani, and we’re coming to you today from Digital Garage in downtown San Francisco.

Joining me is Jared Thomas, head of Enterprise Relationship Management at Carta, a $1 billion-plus company after a recent round of financing led by Andreessen Horowitz. Carta, formerly known as eShares, is the leading provider of cap table management and valuation software with thousands of customers and almost a million individual shareholders as users. Customers and users trust Carta to manage their investments, a very serious responsibility requiring trust and security.

Also joining us is Andy Yasutake, the Global Product Director of Customer and Community Support Platform Products at Airbnb, one of the most valuable private tech startups today. Airbnb has millions of hosts who are trusting strangers to come into their homes and hundreds of millions of guests who are trusting someone to provide a roof over their head. The number of cases and types of cases that Andy and his team have to think about and manage boggle the mind. Jared and Andy, thank you for joining us.

Andy Yasutake: Thank you for having us.

Jared Thomas: Thank you so much.

Devani: To start, Andy, can you share your background and how you got to where you are today?

Yasutake: Sure. I’m originally from southern California. I was born and raised in LA. I went to USC for undergrad, University of Southern California, and I actually studied psychology and information systems.

Late-90s, the dot com was going on, I’d always been kind of interested in tech, went into management consulting at interstate consulting that became Accenture, and was in consulting for over 10 years and always worked on large systems of implementation of technology projects around customers. So customer service, sales transformation, anything around CRM, as kind of a foundation, but it was always very technical, but really loved the psychology part of it, the people side.

And so I was always on multiple consulting projects and one of the consulting projects with actually here in the Bay Area. I eventually moved up here 10 years ago and joined eBay, and at eBay I was the director of product for the customer services organization as well. And was there for five years.

I left for Linkedin, so another rocket ship that was growing and was the senior director of technology solutions and operations where I had all the kind of business enabling functions as well as the technology, and now have been at Airbnb for about four months. So I’m back to kind of my, my biggest passion around products and in the customer support and community experience and customer service world.

May
14
2019
--

Beyond costs, what else can we do to make housing affordable?

This week on Extra Crunch, I am exploring innovations in inclusive housing, looking at how 200+ companies are creating more access and affordability. Yesterday, I focused on startups trying to lower the costs of housing, from property acquisition to management and operations.

Today, I want to focus on innovations that improve housing inclusion more generally, such as efforts to pair housing with transit, small business creation, and mental rehabilitation. These include social impact-focused interventions, interventions that increase income and mobility, and ecosystem-builders in housing innovation.

Nonprofits and social enterprises lead many of these innovations. Yet because these areas are perceived to be not as lucrative, fewer technologists and other professionals have entered them. New business models and technologies have the opportunity to scale many of these alternative institutions — and create tremendous social value. Social impact is increasingly important to millennials, with brands like Patagonia having created loyal fan bases through purpose-driven leadership.

While each of these sections could be their own market map, this overall market map serves as an initial guide to each of these spaces.

Social impact innovations

These innovations address:

May
13
2019
--

Market map: the 200+ innovative startups transforming affordable housing

In this section of my exploration into innovation in inclusive housing, I am digging into the 200+ companies impacting the key phases of developing and managing housing.

Innovations have reduced costs in the most expensive phases of the housing development and management process. I explore innovations in each of these phases, including construction, land, regulatory, financing, and operational costs.

Reducing Construction Costs

This is one of the top three challenges developers face, exacerbated by rising building material costs and labor shortages.

Aug
06
2018
--

Airbnb for Work now accounts for 15 percent of bookings

Business travelers have become an increasingly important part of Airbnb’s business, according to a new blog post. The company says that Airbnb for Work, which launched in 2014, has seen bookings triple from 2015 to 2016, and triple again from 2016 to 2017. In fact, Airbnb says that almost 700,000 companies have signed up for and booked with Airbnb for Work.

Interestingly, the breakdown of companies working with Airbnb for traveler lodging are pretty diverse — employees from large enterprise companies (5,000+ employees) and employees from startups and SMBs (one to 250 employees) take a 40-40 split, with the final 20 percent of Airbnb for Work bookings going to mid-sized companies.

In July of 2017, Airbnb started making its listings available via SAP Concur, a tool used by a large number of business travelers. Airbnb says that this integration has been a huge help to growing Airbnb for Work, with Concur seeing a 42 percent increase in employees expensing Airbnb stays from 2016 to 2017. Moreover, 63 percent of Concur’s Fortune 500 clients have booked a business trip on Airbnb.

One interesting trend that Airbnb has noticed is that nearly 60 percent of Airbnb for Work trips had more than one guest.

“We can offer big open areas for collaborations, while still giving employees their own private space,” said David Holyoke, global head of business travel at Airbnb. “We think this offers a more meaningful business trip and it saves the company a lot of money.”

Given the tremendous growth of the business segment, as well as the opportunity it represents, Airbnb is working on new features for business travelers. In fact, in the next week, Airbnb will be launching a new feature that lets employees search for Airbnb listings on a company-specific landing page.

So, for example, a Google employee might search for their lodging on Google.Airbnb.com, and the site would be refined to cater to Google’s preferences, including locations close to the office, budget, and other factors.

While the growth has picked up, Holyoke still sees Airbnb for Work as an opportunity to grow. He said that Airbnb for Work listings only represent 15 percent of all Airbnb trips.

But, the introduction of boutique hotels and other amenity-driven listings such as those on Airbnb Plus are paving the way for business travelers to lean toward Airbnb instead of a business hotel.

Plus, as mobility and relocation become even more important to how a business operates, Airbnb believes it can be a useful tool to help employees get started in a new town before they purchase a home.

May
24
2017
--

Airbnb is running its own internal university to teach data science

 Tech companies, and increasingly even non-tech companies, are struggling with the fact that there are not enough trained data scientists to fill market demand. Every company has their own strategy for hiring and training, but Airbnb has taken things a step further — running its own university-style program, complete with a custom course-numbering system. Read More

Apr
27
2017
--

Percona Live 2017: Day Three Keynotes

Percona Live Keynotes

Welcome to the third (and final) day of the Percona Live Open Source Database Conference 2017, and the third (and final) set of Percona Live keynotes! The enthusiasm hasn’t waned here at Percona Live, and we had a full house on Thursday morning!

Day three of the conference kicked off with three keynotes talks, and ended with the Community Awards Ceremony:

Percona Live Keynote AirBnBSpinaltap: Airbnb’s Change Data Capture System

Xinyao Hu (AirBnB)

In this talk, Xinyao introduced Airbnb’s change data change system, Spinaltap. He briefly covered its design, and focused on various use cases inside Airbnb. These use cases covered both online serving production and offline large distributed batch processing.

Percona Live Keynote PerconaHow Percona Contributes to the Open Source Database Ecosystem

Peter Zaitsev (Percona)

Peter Zaitsev, CEO of Percona, discussed the growth and adoption of open source databases, and Percona’s commitment to remaining an unbiased champion of the open source database ecosystem. Percona remains committed to providing open source support and solutions to its customers, users and the community. He also provided updates and highlighted exciting new developments in Percona Server software for MySQL and MongoDB.

Percona Live Keynote BookingMonitoring Booking.com without looking at MySQL

Jean-François Gagné (Booking.com)

Jean-François Gagné presented a fascinating talk about using a metric for observing Booking.com’s system health: bookings per second. It wasn’t a technical deep-dive (not MySQL- or Linux-related) but it is one of the most important metric Booking.com has to detect problems (and customer behavior) on the website. Many things impact this metric, including the time of the day, the day of the week or the season of the year.

Percona Live Keynote Community AwardsCommunity Award Ceremony

Daniel Nichter (Square), Emily Slocombe (SurveyMonkey)

The MySQL Community Awards initiative is an effort to acknowledge and thank individuals and corporations for their contributions to the MySQL ecosystem. It is a from-the-community, by-the-community and for-the-community effort. Awards are given for Community Contributor, Application, and Corporate Contributor. More information can be found here: http://mysqlawards.org.

This year’s winners were:

  • Community: René Cannaò, Simon Mudd, Shlomi Noach
  • Application: Sysbench, Gh-ost
  • Corporate: GitHub, Percona

Congrats to the winners, the entire open source community, and to all the Percona Live attendees this year. There are still sessions today, check them out.

It’s been a great conference, and we’re looking forward to seeing you all at Percona Live Europe!

Apr
25
2017
--

Airbnb’s new open source library lets you design with React and render to Sketch

 Today, Airbnb’s design team open sourced its internal library for writing React components that easily render directly to Sketch. Instead of trying to get Sketch to export to code, the Airbnb team spent its time on the opposite — putting the paintbrush in the hands of the engineer.
Everyday engineers and designers have the luxury of operating without design systems, but large… Read More

Dec
06
2016
--

Airbnb plummets, Facebook ranks top in tech on Glassdoor’s Best Places to Work 2017

Inside a Facebook office. Facebook has risen to the top spot among tech companies on the annual Glassdoor Best Places to Work U.S. rankings. That seems fitting for the company in a year when it is taking on Slack, Microsoft-owned Yammer, and other workplace collaboration platforms with its own Facebook Workplace. Facebook’s Head of People, Lori Matloff Goler, told TechCrunch that the social media giant focuses… Read More

Aug
01
2015
--

How Businesses Are Leveraging Public Data To Reach Target Audiences

data It’s no secret that the growth of publicly available data, or open data, is more prevalent than ever. From government databases, such as those aggregated by Data.gov, to data made available via tools such as Google Places API — the public has access to an overwhelming amount of information. Read More

Jul
05
2015
--

Exponential Organizations Are The Future Of Global Business And Innovation

plenty Here’s a strange thought: Not very long ago, vertical integration was the cutting edge of global business. Indeed, well into the last century, the companies considered to be at the forefront of innovation were those resting atop the largest and most sprawling networks of operation. Read More

Powered by WordPress | Theme: Aeros 2.0 by TheBuckmaker.com