Join us for an exclusive AMA with Karinna Briseno, a Technical Customer Advocate and Escalations Specialist on our Advocacy Team! 💙 Karinna has been at Buffer for 8 years! 🌍 She’s based in Orange County, California ✨ Some of Karinna’s hobbies are paddle-boarding, mixology, and pilates. 🏄♀️ She loves mixology, and learning how to create fresh new cocktails. 🍸 Ask Karinna anything about how she works or about her work! Here’s what Karinna has been working on lately: -Documenting trending issues, and & flagging up new bugs with Engineering & Product -Alpha testing new features prior to launches -An experiment to proactively help customers during the Instagram connection process -Documenting top API errors for Instagram and TikTok to provide troubleshooting steps for Advocates and customers -Weekly tracking of our NPS ratings & comments and proactively following up with customers -A book club initiative within Advocacy to help us elevate our customer support (she wrote a blog post about it here: https://buff.ly/3zItYTA) -Spoke at Support Driven (a customer support conference) on the topic of "Delivering Unreasonable Hospitality: Elevating Customer Support in Tech" 👇 How to Participate: In the comments below, drop any burning questions you have about her role in the Advocacy team, escalations, or about working at Buffer in general and Karinna will be replying to all of your comments! #AMA #customersupport #customeradvocacy
1. Love your office space 2. I love IG, it's my most used platform...! What inspired the Instagram connection process experiment, and how has it been so far? I have a Threads account but I don't even know where to start! IG is my safe zone! 😂
Hey Karinna 👋 Really interested in how you work on a day-to-day basis as a remote worker. Do you tend to work from the same place or different types of places to complete certain tasks throughout the day, or does it just depend on your workload and project deadlines? e.g. time blocking to reply to emails and DMs from a more public space while keeping scheduled calls and meetings to a more private space where you can’t easily be overheard How do you create healthy boundaries so your work doesn’t encroach on your personal life and time?
Love this! Karinna, I have two questions. :) - Can you share any insights from your alpha testing experiences? What are the most exciting new features you've seen coming down the pipeline? - What do you find most rewarding about your work in customer advocacy at Buffer?
Senior Software Engineer @ Reddit
1wHi Karina! Thanks for doing this 🙌 I've got a question that's always bothered me from an engineering standpoint... how do you align the product/engineering team to always build out the features the customer wants instead of the ones they "think" the customer wants? And in what ways have you been able to measure this alignment? I've always felt this is the kind of thing that sounds easy on paper but is probably more complicated than it sounds 😵💫 And yet, it sounds like the very type of thing on which a company's success depends on.