{"id":97,"date":"2025-10-02T10:28:55","date_gmt":"2025-10-02T07:28:55","guid":{"rendered":"https:\/\/upcloud.com\/global\/us\/2025\/10\/02\/world-class-technical-customer-support-in-under-2-minutes\/"},"modified":"2025-10-02T10:28:55","modified_gmt":"2025-10-02T07:28:55","slug":"world-class-technical-customer-support-in-under-2-minutes","status":"publish","type":"post","link":"https:\/\/upcloud.com\/global\/blog\/world-class-technical-customer-support-in-under-2-minutes\/","title":{"rendered":"World-class Technical Customer Support in Under 2 Minutes!"},"content":{"rendered":"\n

For our Head of Support, Teemu Toivanen<\/a>, enthusiasm for great customer experience began when he was just a 16-year-old rookie, working in a store. It was there that he realized: the customer is the one who brings the money in. And when you make them feel valued, they return. Later, Teemu moved into his very first customer support<\/a> role. Getting that sense of \u201cI actually made someone\u2019s day better by solving their technical issues\u201d hooked him for good.<\/p>\n\n\n\n

Breaking the \u201centry-level\u201d stereotype and challenging the giants<\/h2>\n\n\n\n

After a stint in the corporate world, Teemu found his way to UpCloud. Being connected to us already, the choice felt natural. The industry was another draw. So many companies offer basic web hosting<\/a>, but working at an actual cloud provider<\/a> is on another scale. Being part of a sharp company that is gutsy enough to challenge the global cloud giants \u2014 pretty cool!<\/p>\n\n\n\n

Teemu\u2019s constant fuel in his work is the relentless focus on world-class customer service. \u201cNo one likes waiting in line,\u201d he explains. By the time a customer finally gets through in a more traditional organization, they\u2019re often frustrated before the conversation even starts. That creates constant pressure for the support agents, too.<\/p>\n\n\n\n

Consequently, customer support is a field with notoriously high churn. These roles are often seen as entry-level jobs you want to get out of. But not at UpCloud. \u201cOur employee turnover in support is strikingly low. Why? Because here, the work is actually rewarding \u201d. Customers send in positive feedback, whereas in so many other places, customer support mostly gets frustrated messages.<\/p>\n\n\n\n

UpCloud\u2019s team has the tools to truly solve customers\u2019 issues, instead of tossing them around. The work has also become increasingly more technical, requiring smart problem-solving, even taking a bit of a solution architect role, so to speak. That flips the usual support stereotype upside down!<\/p>\n\n\n\n

Head of Support, but never in an ivory tower<\/h2>\n\n\n\n

Despite leading a global Support function, Teemu hasn\u2019t distanced himself from the front line. He still follows feedback closely and does some hands-on support work time to time, too. He sees his leadership role as being the support person for his own support team: listening to their concerns, removing obstacles, and making sure they\u2019re empowered to shine.<\/p>\n\n\n\n

On top of people leadership, there\u2019s strategy. Especially now, with AI and large language models shaking up customer service, the field is at a changing point. Teemu is deeply involved in how new tools can drive efficiency and improve customer experience even further, while keeping the human trust factor intact.<\/p>\n\n\n\n

Learning fast, growing faster<\/h2>\n\n\n\n

Over his time, Teemu has witnessed huge growth within UpCloud. Looking back, he sees how processes, data collection, incident handling, and maturity have all evolved. Our powerhouse of a team is extremely diverse, spanning five countries across three continents, covering all time zones. Together, they keep the 24\/7 operation running smoothly.<\/p>\n\n\n\n

This agility is key when competing against hyperscalers<\/a> with near-infinite resources. There\u2019s never too much highlighting when it comes to the support team\u2019s extreme speed in response time: it\u2019s just under 2 minutes!<\/p>\n\n\n\n

Unlike large corporations, change here can happen in days, not months. When a bug is spotted by a support member, our developer might very well have fixed it within a couple of days, even.<\/p>\n\n\n\n

What excites Teemu most right now is how support has become increasingly data-driven. The team studies why people reach out and feeds that information back into product development<\/a>. The goal: fix root causes so that problems never occur twice, and solve the issues and questions preferably even before our customers notice them or report them.<\/p>\n\n\n\n

A culture of trust<\/h2>\n\n\n\n

For Teemu, UpCloud\u2019s culture boils down to trust and freedom. People are given responsibility and the backing to act on it. He\u2019s also learned to adapt his leadership style across cultures: \u201cWhat works in Europe might not work in Asia or the USA.\u201d<\/p>\n\n\n\n

Teemu is especially proud of the autonomy and initiative his team shows. Last summer, while Teemu was on vacation, his team recruited a new colleague with the assistance of other UpCloudians. \u201cI had given them my trust, and they did great.\u201d<\/p>\n\n\n\n

What Teemu finds as the most unique characteristic in UpCloud\u2019s customer support<\/a> is its genuine, responsive, human response. Customers truly feel the difference. As he sums it up: \u201cThe happier our support specialists are, the better the customer experience becomes. When people truly enjoy their work, that good energy passes directly to the customer, and that is what matters in the long run.\u201d<\/p>\n\n\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

For our Head of Support, Teemu Toivanen, enthusiasm for great customer experience began when he was just a 16-year-old rookie, working in a store. It […]<\/p>\n","protected":false},"author":99,"featured_media":65039,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"370,817,619,580,385,844","_relevanssi_noindex_reason":"Blocked by a filter function","footnotes":""},"categories":[34,31],"tags":[],"class_list":["post-97","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-vision-and-culture","category-people"],"acf":[],"_links":{"self":[{"href":"https:\/\/upcloud.com\/global\/wp-json\/wp\/v2\/posts\/97","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/upcloud.com\/global\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/upcloud.com\/global\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/upcloud.com\/global\/wp-json\/wp\/v2\/users\/99"}],"replies":[{"embeddable":true,"href":"https:\/\/upcloud.com\/global\/wp-json\/wp\/v2\/comments?post=97"}],"version-history":[{"count":0,"href":"https:\/\/upcloud.com\/global\/wp-json\/wp\/v2\/posts\/97\/revisions"}],"wp:attachment":[{"href":"https:\/\/upcloud.com\/global\/wp-json\/wp\/v2\/media?parent=97"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/upcloud.com\/global\/wp-json\/wp\/v2\/categories?post=97"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/upcloud.com\/global\/wp-json\/wp\/v2\/tags?post=97"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}