Ada Manages Efficient Growth with SupportOps


Discover How Ada Uses SupportOps

In Product-led Growth companies, SupportOps is a strategic driver of efficient growth.  Namely, customer service expansion and revenue retention. Today, there is an incredible focus on increasing efficiency and productivity for these businesses that requires a new data-driven support approach. Support leaders from Ada, PartnerHero and TheLoops will discuss:

  • Using data insights and automation for productivity and efficiency gains
  • Metrics for measuring customer service
  • Evolution of support organizations to meet product growth objectives

Our panel of support leaders will discuss the outcomes of different approaches as well as the strengths and tradeoffs of each.



Craig Stoss

Senior Operations Manager, Partner Hero

Craig Stoss is Senior Operations Manager at PartnerHero, a BPO that builds globally distributed teams of exceptional individuals who provide next level customer experiences and innovative solutions for companies of all sizes. Craig has spent time in more than 30 countries working with support, development, and professional services teams building insight into Customer Experience and engagement. Craig has designed, built, and executed successful outsourcing strategies, scaled success, support, and professional service processes, and implemented cross-functionally solutions to prepare for, and accelerate, startup growth.


Sean Peters

Head of Client Success & Automated Customer Experience, Ada

Sean Peters is the Head of Client Success and Automated Customer Experience at Ada, an automated customer experience company that provides chatbots used in customer support.  He is focusing on saving companies time and money while providing an automation first customer support experience. He is passionate about designing and developing solutions to make clients more efficient, successful, and profitable. Understanding businesses needs and requirements, solving their problems, and addressing their pain points. He loves building amazing teams and nurturing thought leadership to drive the future of Automated Customer Experience.


Somya Kapoor

CEO and Co-founder of TheLoops

Somya Kapoor is CEO and Co-Founder of TheLoops, an intelligent support operations platform for product growth. Her experience spans from building ML and predictive analytics products to product go-to-market; this was at both SAP and ServiceNow. At ServiceNow, she led expanding the ITSM portfolio to include an AI/ML strategy that included release planning and revenue management. At her previous startup, she was responsible for building an autonomous service desk solution which empower users without the use of service tickets. She is a recurring author for several publications and a speaker at numerous Enterprise Software conferences. She has been working within the space for more than 15 years.

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