The Swiss army knife you didn't know you needed

The talk will focus on Liza's experience and the results of promoting a CS agent to a Product Specialist role, as well as the significant improvements we achieved from this change, including a decrease in deflected bugs reaching the team. She refers to this role as a Swiss Army Knife because it's a generic position -- often called Product Ops, but Product Ops can mean very different things.

She sees it as a highly operational role that takes tasks off the PM's plate, particularly regarding:

BUGS: filtering false-positive bugs before they reach the team, being trained enough in several dev tools (i.e., Grafana) to troubleshoot the bugs before passing them to the team, expediting the resolution process by a developer + training the CS team to troubleshoot themselves and explain the product
USER FEEDBACK: encouraging CS to label feedback as such + analyze support cases, surveys, subscription cancellation flow, reviews, etc. to present monthly user feedback to Product, Design, and Marketing + following up to see if changes were made.
COLD CALLS for deeper knowledge: when we needed to understand, for example, why merchants were churning, I leveraged this person to make cold calls and uncover the reasons behind it. Additionally, in calling early adopters of a feature, to determine if they had any issues. This work could be done by the PM, but often they lack the time to do this, since cold calls are time-consuming.
HIRING because the best person to do this role is already at your company, it's someone from CS who is doing a great job: understands the product well and is very empathic to customers.

See you on stage!

Meet the Speaker

Liza is Product Lead at SumUp and has 14 years of experience in Product. She has worked in startups with 20 people up to companies with 3,500 employees, from various industries (ie, from e-commerce to food delivery and health tech), both in Brazil and in Denmark. For the last 4 years, she has led the Product team in SumUp Invoices and Accounting -- a mix of Fintech and B2B SaaS -- managing Product Managers, Designers, and Product Ops.