Discuss Employee Spotlight – Carolina

The “Discuss Employee Spotlight” is a Q&A series dedicated to showcasing all of the amazing talent at Discuss.

For this month’s profile, we talked with Carolina Coco, Manager of Customer Care, who joined the Discuss team in June of 2020 and is based in Lisbon, Portugal.

1. Tell our readers a little bit about your role at Discuss.
   My job is to ensure our customers receive the best and most efficient support. As the Manager of the Customer Care team, I’m responsible for overseeing, and often replying, to all the questions and concerns our customers pose, as well as ensuring the team is working as efficiently as possible. This takes a whole recipe of ingredients, including a lot of administrative work, strategic thinking about how to incorporate new technologies into our information systems, and a whole lot of time management!
   
   
2. Which of Discuss’ core values are most inspired by? (Empathize, Collaborate, Obsess, Out Innovate, Excel)
   Empathy. This is a must when you’re a people manager and when you also have a customer-facing role. When we truly put ourselves in our customers’ shoes, we understand their needs, challenges, and wins. It’s not just about solving issues—it’s about connecting with people and making sure they are heard and feel valued. Empathy keeps our team grounded, helping us deliver thoughtful support that matters.
   
   
3. Tell us about your mindset and approach in your role.
   Customer Care is dedicated to sustaining long-lasting customer relationships through fast reply times, product knowledge, problem-solving, and operational excellence. This and our empathy-centered approach to dealing with customers makes us unstoppable—modesty on the side! From questions about our platform to troubleshooting sessions, the Customer Care team is there to assist.
   
   
4. What project or initiative are you most proud of at Discuss?
   In the hectic and fast-paced environment we live in, adapting to new technologies is a must to survive, and often, companies that resist it struggle to remain competitive and sustainable. I’m extremely proud of the work the team has done to integrate generative AI with the platform. Genie is already unlocking so many valuable insights for our customers, and it’s only going to get better and better. Exciting times!
   
   
5. What is something unique about you (a fun fact) that few people know about?
   I love DIY-ing everything I can get my hands on! I often watch random how-to YouTube videos and think “How hard can it be?”. That’s how I got into sewing my own clothes, growing a veggie patch, restoring old furniture, and funnily enough re-upholstering—needless to say this last one did not go well, and I ended up with three old armchairs I had to take to a professional upholstery shop to get them fixed. They turned out great but the whole initiative was a bit out of my depth!