Citrix Customer Care

Q&A with ShareFile customer support ringleader Justin Nuzum  

Written by on July 24, 2014 in Our Team - No comments

When you call, chat or email the ShareFile support team, you expect — and hopefully get — one thing: exceptional service. After all, being customer centric is one of our core values.

But who exactly is the person leading the voices on the other end of the line? It’s my boss, mentor and friend, Justin Nuzum, the manager of the entire inbound customer care team here at ShareFile.

Our team, which consists of more than 40 representatives handing three levels of technical support, is available 24 hours a day, 7 days a week to answer your questions and meet all of your needs. Having such a large team working 24/7 means that Justin also works basically 24/7.

So how does he handle managing an awesome, award-wining 24/7 customer support team? I sat down with Justin to find out.

Q: What is your managing style?

JN: I am a very hands-off manager. I trust my team. I always say, “Treat people like adults, and they will behave like adults.” I am also a very determined worker with a lot of enthusiasm. I feel staying positive and working hard helps inspire my team to do the same.

Q: What are your biggest challenges as a manager?

JN: As ShareFile grows, our team grows. The biggest challenge is to adapt in a growing and shifting product environment. To manage these changes, I have to make sure I am putting the right people in the right places to make a difference.

Q: Where do you see yourself in five years?

JN: Still leading the greatest customer service team in the country  world!

Q: How do you start your day?

JN: I usually wake up around 6 or 6:20 AM. The first thing I do is check my emails and respond to anything that came through overnight. After that, I go for a nice morning run and come back to get ready. Before I head to the office, I brew a pot of coffee (old school), make two eggs (over medium, obviously) and eat breakfast with my wife. Then it’s time to pour the rest of my coffee in a travel mug and get on the road. I like to think that’s a decent daily routine.

Q: What is your favorite movie and why?

JN: Snatch. But, then again, I love all movies by Guy Ritchie. His films are very engaging and wonderfully done.

Want to know more about the ShareFile Customer Care team? Check out this video or visit the ShareFile website to meet a few of the people who work everyday to make ShareFile work for you.

About the Author

Allison Caldrone is a manager on our customer care team, which provides 24/7 support, at Citrix ShareFile. When she is not offering support with a smile, she is helping the members of the team grow in their troubleshooting and communication skills. She loves making personal connections with every person she meets.