Mat Patterson started his professional life as the head of a small tech support team way back in the 90s, a role from which he was fairly quickly removed. For years, he wandered in the web wilderness as a web designer for companies including ASX and Booking.com. Finally, he left a role as web designer for Taronga Zoo to  lead the customer service team at Campaign Monitor, the popular email marketing web application.

Having grown the customer service team from 1 to 26, and with more than 50,000 resolved tickets under his belt, Mat has learned the slow way how to effectively serve both customers and customer service agents.