We begin with an introduction to day two of our Customer Support Summit New York.

And that's a wrap! Our chair will give the closing remarks and that marks the end of the final day of the summit.

Building a world-class support organization requires more than just scaling headcount—it demands strategic alignment between global teams, cultural awareness, and strong leadership. This session will explore how to effectively leverage offshore resourcing while maintaining high service quality, balancing onshore and offshore teams, and adapting to the cultural preferences of both staff and customers. We’ll also discuss strategies for transitioning from a tech-stack-focused team to a geographically aware one, aligning the right agents with the right clients, and creating space for account management growth. Finally, we’ll cover leadership training techniques to ensure managers feel empowered to lead diverse, globally distributed teams with confidence.