Simply put, Vagaro wouldn’t be where it is today without our Customer Support Team. Only with the vigilance and help of our dedicated Support Agents, Mentors, and Managers, would our customers be able to get their questions answered and issues resolved, no matter the hour. Our Vagaro Customer Support Team represents the front lines of Vagaro. We interviewed three individuals from our amazing Support crew to highlight the incredibly hard work they put in every single day of the week. Giving us a behind-the-scenes look are Customer Support Representative, Alexander Lively, Technical Support Representative, Brandon Garcia, and Customer Support Team Lead, Latoya Owens.
Photo: Alexander Lively: Customer Support Representative
Thank you for taking a moment to answer these questions! Can you tell us a little bit about what you did before working in Support at Vagaro?
I have spent most of my professional career in Customer Support, with my experience ranging from Retail Customer Support to being contracted to help Meta launch a Customer Support pipeline for customers with hacked or compromised accounts.
How did your previous experience prepare you for what you do in Support here?
Being someone with an immense drive for problem-solving, Customer Support has always been something that I have enjoyed doing. Throughout all my experience, I have always had the same goal: Solve the problem. This is something I have carried with me throughout my career in Customer Support and is something I continue to apply each & every day.
What do you do in Support? Can you walk us through a typical day?
I am part of the new Vagaro Merchant Services (VMS) Support Team that was recently rolled out, working in collaboration with our VMS Team to resolve any issues our customers are encountering with Credit Card Processing. During my day-to-day, I assist customers via phone or chat with any questions they might have, and also set aside time each day to respond to any support emails I receive.
How does Support work with other departments? Is there a process or team that you enjoy working with the most?
Being in Support, it never feels like an answer is ever too far away. Even if it’s not an inquiry we can resolve directly through Support, there are always channels we can reach out to in order to find an answer and a resolution. This might be an obvious answer, but I really enjoy working directly with our VMS Team the most. They are a very supportive team, and we would not be able to offer the proper VMS support without them!
What’s the question you get most often?
It’s hard to pinpoint a single question that is overwhelmingly asked more often than others, but since joining the VMS Support Team, I would say the most frequent questions I am asked now are regarding deposits.
Did You Know:
Vagaro offers its businesses the ability to take deposits from clients at the time of booking, which does away with no-shows & protects your bottom line!
What’s the most important aspect of your job, and which is your favorite?
The most important aspect is ensuring I am giving the correct information to the correct individual, and being sure I take the necessary steps to be proactive, rather than not reactive. My favorite part of the job is getting to interact with so many different people from so many different backgrounds and interests. As Vagaro grows, the types of businesses and people we encounter every day grow with it, and that is a very cool thing to be a part of.
Latoya Owens: Customer Support Team Lead
Thank you for taking a moment to answer these questions! Can you tell us a little bit about what you did before working in Support at Vagaro?
I worked as an Events & Group Housing Coordinator at the Marriott. My responsibilities included organizing conventions, coordinating wedding groups, managing NFL team rooms, and more.
How did your previous experience prepare you for what you do in Support?
Through my extensive experience in the hospitality industry, I have honed my skills in effectively communicating with a diverse range of customers. My ability to convey information in a clear and concise manner has proven to be highly effective in ensuring that customers retain the information they need.
##What do you do in Support? Can you walk us through a typical day?
I am an evening/PM Lead in Customer Support. On a typical day, my goals are to prioritize urgent callbacks, send agents to their breaks & lunches, catch up on any important messages and pass down notes from the morning/AM leads & managers, and do a mental health check with everyone on the team, of course.
How does Support work with other departments? Is there a process or team that you enjoy working with the most?
Support collaborates closely with other departments to ensure our operations stay seamless, and our businesses satisfied. We work with the Product Team to understand user needs and communicate feedback. Our partnership with the Development Team helps resolve technical issues promptly. We coordinate with the Imports Team to manage order-related inquiries efficiently. And our engagement with the Merchant Services Team helps resolve payment & transaction issues swiftly, enhancing the overall customer experience. Out of all of the departments that we work with, the Vagaro Design Services Team is my favorite department. Customers often need help resizing their logos, venue gallery photos, etc. By working with our Design Services Team, our businesses can make their visions a reality.
Did You Know:
Our talented in-house design professionals make up the Design Services Team. They collaborate with you to bring your marketing material to life! Click HERE to see what they offer.
What’s the most important aspect of your job, and which is your favorite?
Staying informed on newly released updates & features in Vagaro. Our company is growing and improving at a very fast pace, so I should as well. Being a reliable source of information for my team is my favorite part of my job.
Brandon Garcia: Technical Support Representative
Thank you for taking a moment to answer these questions! Can you tell us a little bit about what you did before working in Support at Vagaro?
I served as a Customer Success Manager for a remote access company. In this role, my responsibilities centered around cultivating and maintaining strong customer relationships within an account portfolio consisting of over 200 educational institutions. I proactively identified avenues for account expansion and growth, leveraging strategic opportunities to enhance the value provided to our clients.
How did your previous experience prepare you for what you do in Support?
My prior professional experience has equipped me for my current role in Support through its emphasis on customer relationship management and account growth. In my former position as a Customer Success Manager, I honed the skills necessary to provide exceptional assistance to customers.
What do you do in Support? Can you walk us through a typical day?
A typical day-to-day routine for a Technical Support Representative (TSR) involves a variety of tasks, one of them being providing step-by-step guidance to businesses or customers of businesses on how to resolve any technical issues or concerns they may be facing. This process might look like walking the caller through troubleshooting procedures, suggesting settings adjustments, or assisting with software installations & updates. TSRs will also coordinate with colleagues, developers, or other teams to find solutions for intricate technical issues. This ultimately ensures that whoever we’re speaking with is satisfied with the solutions that we provide them! As a TSR, following up with clients to confirm problem resolution and to collect feedback on their support experience plays a major role in my typical day.
How does Support work with other departments? Is there a process or team that you enjoy working with the most?
I take great joy in collaborating with all of my colleagues & mentors and engaging in brainstorming sessions aimed at devising innovative solutions to address the needs of anyone who might use Vagaro. I don’t think I have a favorite department currently—they’re all pretty great!
What’s the question you get most often?
A question that I get the most often is, “How do I leave you a good review for helping me today?”
What’s the most important aspect of your job, and which is your favorite?
The heart of this role revolves around aiding businesses in grasping the essence of our software and its value. Given my background as a business owner, I intimately understand the hurdles of starting a business and the toll it can take. As a TSR, my goal is to help lighten this load, ultimately making the entire business-management journey a tad smoother for all those involved.
Did You Know:
Vagaro is one of the most affordable booking & business management software platforms on the market with the most robust base plan, feature-wise. Check out all you get for $30/mo. HERE!
A very well-deserved shoutout goes to Alex, Brandon, Latoya, and all our Vagaro Customer Support Team who keep us and our Vagaro businesses supported, informed & empowered. Our Support Team is available via email, live chat, or telephone 24 hours a day, 7 days a week. They will always be there for you and your business. For that, we say a huge THANK YOU to them! Should you ever need to contact Vagaro Customer Support, you can do so, here.
Vagaro is a complete booking & management solution for your business that offers the means to market & grow your salon, barbershop, spa, fitness facility or wellness practice. If you would like to learn more about getting started with Vagaro, take a look at how you can claim your 30-day free trial, here!