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ZAPIER BUILDING THE (SUPPORT) ROBOT
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> Me > Zapier > Support > Chrome Extension > Q&A
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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.
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ZAPIER.COM/ABOUT
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HISTORY > September 2011: Idea > October 2011: Start @ Columbia Startup Weekend
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> 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
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TEAM
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> 134 Zapiens (or Zorps) > 69% in 26 US States > 31% in 15 other countries > Fully Remote > Awesome Culture
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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
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HABITS > Friday Updates: Our Standups > Weekly Donut Calls: Our Lunches > Thursday Hangouts: Our Drinks > Semi-annual Retreats: Our Team Building
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TOOLS > Quip: Evergreen > Async: Changelog > Slack: Discussion > Zoom: Face-time
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SUPPORT > T1: 38 Customer Champions (28%) > All-Hands Support > T2: Support Engineers + Rotation > T3: Bug Fixing Shifts
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VALUES 1. Persistent 2. Knowledgeable 3. Empathetic 4. Attention to detail 5. Love Zapier
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OFF-THE-SHELF TOOLS > Help Scout: Inbox > FullStory: VCR > Stripe: Money > Graylog: Logs > Mailgun: Mail
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ISSUE TRACKERS > Loki: App Bugs & FRs > Github: Product & Platform Bugs > AirTable: Feedback > JIRA: Roadmapping > Trello: Ad Hoc (deprecated) > Forms & Zaps
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CUSTOM TOOLS > Django Admin > Rover > Chrome Support Extension > Alfred/Chrome Custom Searches > Text Expander(s) > Slack & Zaps
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CHROME SUPPORT EXTENSION
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CONTEXT MENU
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ACTION MENU
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INJECTIONS
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HELP SCOUT
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MASQUERADE
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Q&API