Miro Customer Service - Scaling teams, building a unicorn culture, and shaping the product roadmap

Oleg Krasnov is the Head of Support Excellence at Miro, an online collaborative whiteboard platform that enables distributed teams to work effectively together with over 20 Mn+ users. He is an evangelist for outstanding customer relations with 13+ years in tech spanning various industries having worked with companies such as Microsoft, Selectel, Zeptolab, etc.
As an advisor, he has helped to shape the CX strategy and operations for ManyChat, AppFollow & Smartcat. He also contributed his time and learnings to build educational content for GeekBrains to make their “Customer Experience Leader” curriculum better.
Oleg believes that the role of the support team is to guide the product roadmap by being the voice of the customer and he applied this to his work at Miro to build a new ‘Support Excellence’ function that he leads.
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