Webinar: Managing & Scaling a Service Team 

An inside look at how Brooklinen, a VC-backed startup, scales and manages its customer service team.

When Brooklinen launched, co-founders Rich and Vicki strongly believed in the importance of service and would send personalized service emails to their customers.

Since then, the startup has grown at lightning pace, and that unwavering attention to delivering service excellence has continued to guide them.

In this webinar, we talk to Caroline and Jack, Senior Associates from the Customer Experience team, who share their stories of growth and how they manage and motivate their team at this fast-moving startup.

What is covered in this webinar:

  • How Brooklinen makes service a central part of the company
  • How the customer experience leadership team manages, motivates & coaches their agents using Stella Connect
  • How they ensure that their Oregon-based service team is just as integrated with and included in the Brooklinen culture as the Brooklyn office

Caroline Nolan, Senior Associate, Customer Experience at Brooklinen
Caroline joined Brooklinen in October 2016, and has been a co-lead for the Customer Experience team since May 2017. Prior to Brooklinen, she spent 2 years at TheStreet.com where she was responsible for facilitating collaboration between the Ad Sales and Editorial teams. She earned her Bachelor of Arts in Political Science from Trinity College in Hartford, CT.

Jack Lorentzen, Senior Associate, Customer Experience at Brooklinen
Jack joined Brooklinen in August 2016, and has been a co-lead for the Customer Experience team since May 2017. Prior to Brooklinen, he spent a little over a year at Strativity Group, a Customer Experience Consulting firm headquartered in Hackensack, NJ. He earned his B.A. degree in Marketing from Lehigh University in Bethlehem, PA.

About Brooklinen: Brooklinen was built to deliver simple, beautiful home essentials at a fair price. By cutting out the middleman, Brooklinen bypasses costs like wholesaling, storefronts and designer licensing fees that have no bearing on quality. And they pass the savings on to the customer. 

Brooklinen was founded in 2014 and has $10 million in Series A funding. 



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