ZAPIER BUILDING THE (SUPPORT) ROBOT 

> Me > Zapier > Support > Chrome Extension > Q&A 

FOKKEZB.NL/ABOUT > 2005-2009: Athletes in Action / Souls (Communication) > 2009-2012: Add Noise / Sites (Consulting) > 2013-2016: Appcelerator / Apps (Advocacy) > 2016: The Things Network / Networks (Advocacy) > 2017+: Zapier / APIs (Support Engineering) > Learn. Improve. Share. 

ZAPIER.COM/ABOUT 

HISTORY > September 2011: Idea > October 2011: Start @ Columbia Startup Weekend 

> May 2012: Launch @ Y Combinator Graduation > September 2012: Raised $1.3M > May 2014: Profitable > June 2016: 1M Users, $10M ARR > August 2017: 100 Zapiens > January 2018: 1K Integrations, $35M ARR 

TEAM 

> 134 Zapiens (or Zorps) > 69% in 26 US States > 31% in 15 other countries > Fully Remote > Awesome Culture 

CULTURE 1. Default to Action 2. Default to Transparency 3. Grow Through Feedback 4. Empathy, No Ego 5. Don't be a Robot, Build the Robot 

HABITS > Friday Updates: Our Standups > Weekly Donut Calls: Our Lunches > Thursday Hangouts: Our Drinks > Semi-annual Retreats: Our Team Building 

TOOLS > Quip: Evergreen > Async: Changelog > Slack: Discussion > Zoom: Face-time 

SUPPORT > T1: 38 Customer Champions (28%) > All-Hands Support > T2: Support Engineers + Rotation > T3: Bug Fixing Shifts 

VALUES 1. Persistent 2. Knowledgeable 3. Empathetic 4. Attention to detail 5. Love Zapier 

OFF-THE-SHELF TOOLS > Help Scout: Inbox > FullStory: VCR > Stripe: Money > Graylog: Logs > Mailgun: Mail 

ISSUE TRACKERS > Loki: App Bugs & FRs > Github: Product & Platform Bugs > AirTable: Feedback > JIRA: Roadmapping > Trello: Ad Hoc (deprecated) > Forms & Zaps 

CUSTOM TOOLS > Django Admin > Rover > Chrome Support Extension > Alfred/Chrome Custom Searches > Text Expander(s) > Slack & Zaps 

CHROME SUPPORT EXTENSION 

CONTEXT MENU 

ACTION MENU 

INJECTIONS 

HELP SCOUT 

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MASQUERADE 

Q&API