One of the things that we are most proud of at CampBrain is our support team. We want you to enjoy every aspect of using our software and when you need help, you can be confident that you’ll reach a friendly, smart human being on our support team. The support team is made up of caring individuals, many with backgrounds in the camp industry or customer service, who are at their happiest at work when they can build relationships and help you run your business more smoothly.
Our email and call volume has increased in the last couple of years, and we’ve seen more senior members of our technical support team grow into other roles at our company. These changes created a need for more meaningful resources for our technical support team, so we introduced a new role: Technical Support Mentors (TS Mentors). This role has two main areas of focus: assisting members of our technical support team, managing support tickets, and managing call/email volume. We currently have four mentors: Barnabas, Emma, Paul, and Naoe. I recently sat down with each of them to learn more about their role and responsibilities as TS Mentors.
When did you start with CampBrain and what prompted you to apply?
Barnabas: I started in 2023 and was drawn to our culture and people. I did a lot of research prior to starting and could see that people spoke highly of CampBrain on social media, forums, etc.
Emma: I started at CampBrain in 2024 and was excited to get back to my roots in the outdoor and camp space. I heard from connections how amazing the people are at CampBrain and was keen to become a part of it.
Naoe: In 2018, I was working with the Black Canary (our office’s local coffee shop) until our former co-founder convinced me to apply. CampBrain turned out to be a good fit because the people are creative, helpful, and kind.
Paul: I started at Campbrain in 2021 and felt like CampBrain aligned with my values. I was looking to do something bigger – build relationships, help people, and make a positive impact on someone’s day-to-day.
Heather, Graham, Julia, Paul, Andrea
What does it mean to be a TS Mentor?
Barnabas: TS Mentors are a connection point that is closer to a peer than a manager. On the support team, we’re the go-to people – to help with client calls, to equip the team with the right skills to manage their own tickets, and to set a good example for how to approach their work.
Naoe: We act as translators between our clients, team members, QA, and operations managers. We monitor ticket and call volume, as well as ensuring everyone on the support team has the information and the tools they need to provide the best possible support to our users.
Naoe
What do you like about being a TS Mentor?
Barnabas: I like that it exposes me to more clients, questions, issues, setups, plus it gives me a better understanding of our users and how they work. It’s amazing to be able to help clients and coworkers and see it stick and apply what they learned to other scenarios.
Paul: One of my favourite aspects of this role is witnessing people having “lightbulb moments” (the moments where something just clicks) and gathering knowledge, like usage trends and common challenges.
Stew, Bryanna, Raphael, Barnabas (in the toque)
How do you support newer members or someone who needs help?
Emma: 1-1s, regular check-ins, and working directly with team members based on their learning style. I’m always up for getting on a call and working through issues with anyone on the team that needs help.
Paul: When someone comes to me with a problem, I look to understand the roadblock – what stopped you? What information do we know? What have you tried so far? What questions do we need to answer? How can we troubleshoot this?
Emma, Miriam, Alison
What does a normal day look like for you?
Emma: My day starts by greeting the team, looking at the schedule of the day to make sure phones are covered, and ensuring that emails and tickets are assigned and making progress. Throughout the day we monitor and call and email volume, look to see if any tickets are escalated or urgent and deal with it accordingly. By the end of the day, I’m rounding up stats to understand how the day went and share what went well with the team. Typically, this covers the number of tickets, calls, and our answer rate, which we like to keep close to 100%.
What does it mean to you to support a client?
Barnabas: Supporting a client is about providing a timely response, listening, empathizing, and leading with a solution-oriented mindset. “Support is different from person to person, but we’re all aiming for excellence.”
Emma: It starts with building a relationship – understanding their organization, their role, their set up, when they operate, and which modules they use in CampBrain. The more I know about them, the better I can support them, Our support team is close knit, and everyone is here because they love helping and teamwork.
Naoe: I’m looking to help them save time, work quickly, and make their lives easier, I like to collaborate with clients to provide solutions, and enjoy the moments where someone says, “that’s exactly what I’m looking for.”
