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‘The Operators’: Experts from Airbnb and Carta on building and managing your company’s customer support

Published August 8, 2019

Tim Hsia & Neil Devani
Contributor

Tim Hsia is the CEO of Media Mobilize and a Venture Partner at Digital Garage. Neil Devani is an angel investor and venture capitalist focused on companies solving hard problems.

The show:

The Operators brings experts with experience at companies like Airbnb, Brex, Docsend, Facebook, Google, Lyft, Carta, Slack, Uber, WeWork, etc. to share insider tips on how to break into fields like marketing and product management. They also share best practices for entrepreneurs on how to hire and manage experts from domains outside their own.

In this episode:

In Episode 5, we’re talking about customer service. Neil interviews Andy Yasutake, Airbnb’s Global Product Director of Customer and Community Support Platform Products, and Jared Thomas, Carta’s Head of Enterprise Relationship Management.

Neil Devani: Hello and welcome to the Operators, where we talk to entrepreneurs and executives from leading technology companies like Google, Facebook, Airbnb, and Carta about how to break into a new field, how to build a successful career, and how to hire and manage talent beyond your own expertise. We skip over the lofty prognostications from venture capitalists and storytime with founders to dig into the nuts and bolts of how it all works here from the people doing the real day to day work, the people who make it all happen, the people who know what it really takes. The Operators.

Today we are talking to two experts in customer service, one with hundreds of millions of individual paying customers and the other being the industry standard for managing equity investments. I’m your host, Neil Devani, and we’re coming to you today from Digital Garage in downtown San Francisco.

Joining me is Jared Thomas, head of Enterprise Relationship Management at Carta, a $1 billion-plus company after a recent round of financing led by Andreessen Horowitz. Carta, formerly known as eShares, is the leading provider of cap table management and valuation software with thousands of customers and almost a million individual shareholders as users. Customers and users trust Carta to manage their investments, a very serious responsibility requiring trust and security.

Also joining us is Andy Yasutake, the Global Product Director of Customer and Community Support Platform Products at Airbnb, one of the most valuable private tech startups today. Airbnb has millions of hosts who are trusting strangers to come into their homes and hundreds of millions of guests who are trusting someone to provide a roof over their head. The number of cases and types of cases that Andy and his team have to think about and manage boggle the mind. Jared and Andy, thank you for joining us.

Andy Yasutake: Thank you for having us.

Jared Thomas: Thank you so much.

Devani: To start, Andy, can you share your background and how you got to where you are today?

Yasutake: Sure. I’m originally from southern California. I was born and raised in LA. I went to USC for undergrad, University of Southern California, and I actually studied psychology and information systems.

Late-90s, the dot com was going on, I’d always been kind of interested in tech, went into management consulting at interstate consulting that became Accenture, and was in consulting for over 10 years and always worked on large systems of implementation of technology projects around customers. So customer service, sales transformation, anything around CRM, as kind of a foundation, but it was always very technical, but really loved the psychology part of it, the people side.

And so I was always on multiple consulting projects and one of the consulting projects with actually here in the Bay Area. I eventually moved up here 10 years ago and joined eBay, and at eBay I was the director of product for the customer services organization as well. And was there for five years.

I left for Linkedin, so another rocket ship that was growing and was the senior director of technology solutions and operations where I had all the kind of business enabling functions as well as the technology, and now have been at Airbnb for about four months. So I’m back to kind of my, my biggest passion around products and in the customer support and community experience and customer service world.

Only 24 hours left to save $100 on TC Sessions: Enterprise 2019

Published August 8, 2019

Heads up all you enterprising enterprise software startuppers. You have only 24 hours before the price goes up on tickets to TC Sessions: Enterprise 2019. Save $100 and join us in San Francisco on September 5 — along with some of the industry’s top founders, CEOs, investors and technologists. Buy your early-bird ticket before 11:59 p.m. (PT) on August 9.

Enterprise is, without doubt, Silicon Valley’s 800-pound gorilla. No other startup category is as large, rich or competitive. In this day-long conference, we tackle the big topics and separate hype from reality. Artificial intelligence? Check. Cloud, Kubernetes, security and privacy, marketing automation, quantum? Yes. Investors, founders, and acquisition-hungry big enterprise companies? Tons of opportunity to network efficiently via CrunchMatch? Yeah, all that and more in 20 main-stage sessions — plus separate speaker Q&As and breakout sessions. Check out the day’s agenda.

Here’s a quick example of the type of programming you can expect.

Does the recent Capital One data breach have you up nights worried about the cost and consequences of cyberattacks? Don’t miss TechCrunch editor Zack Whittaker’s interview with Martin Casado (Andreessen Horowitz), Emily Heath (United Airlines) and Wendy Nather (Duo Security) in a session called, Keeping the Enterprise Secure.

Enterprises face a litany of threats from both inside and outside the firewall. Now more than ever, companies — especially startups — have to put security first. From preventing data from leaking to keeping bad actors out of your network, enterprises have it tough. How can you secure the enterprise without slowing growth? We’ll discuss the role of a modern CISO and how to move fast… without breaking things.

Looking for more ways to save or boost your ROI? Look no further. Buy four or more tickets at once and save 20% with the group discount. And, with every ticket you buy to TC Sessions: Enterprise, you’ll score a free Expo Only pass to TechCrunch Disrupt SF on October 2-4.

TC Sessions: Enterprise takes place on September 5, and if you want to save $100, you have just 24 hours left to act. The $249 early-bird ticket price remains in play until 11:59 p.m. (PT) on August 9. Buy your ticket now and save.

Is your company interested in sponsoring or exhibiting at TC Sessions: Enterprise 2019? Contact our sponsorship sales team by filling out this form.

Statespace picks up $2.5M to help gamers train

Published August 8, 2019

Gaming continues to grow in popularity, with esports revenue growing 23% from last year to top $1 billion in 2019.

But the metrics by which talent is evaluated in gaming, and the methods by which gamers can train to better hone their craft, are varied and at times non-existent. That’s where Statespace, and specifically the company’s gaming arm Klutch, come into play.

In 2017, Statespace launched out of stealth with their first product, Aim Lab. Aim Lab is meant to mimic the physical rules of a game to give gamers a practice space where they can improve their skills. Moreover, Aim Lab identifies weaknesses in a player’s gameplay — one person might struggle with their visual acuity in the top-left quadrant of the screen, while another might have trouble spotting or aiming at targets on the bottom-right side of the screen — and allows gamers to focus in on their weaknesses to get better.

Today, the company has announced a $2.5 million seed funding round led by FirstMark Capital, with participation from Expa, Lux Capital and WndrCo. This brings the company’s total funding to $4 million.

Alongside growing Aim Lab, which is on track to soon reach 1 million users, one of the company’s main goals is to create a standardized metric by which gamers’ skills can be measured. In football, college athletes and NFL coaches have the Scouting Combine to make decisions around recruiting. This doesn’t necessarily take into account stats like yardage or touchdowns, but rather the raw skills of a player, such as 40-yard sprint speed.

In fact, Statespace has partnered with the Pro Football Hall of Fame for “The Cognitive Combine,” becoming the official integrative medicine program cognitive assessment partner of the organization. Statespace wants to create a similar “combine” for gaming.

The hope is that the company can offer this metric to publishers, colleges and esports orgs, giving them the ability to not only evaluate talent, but to better serve casual users through improved matchmaking and cheat detection.

“We want to go a level beyond your kill:death ratio,” said co-founder and CEO Dr. Wayne Mackey. Those metrics greatly depend on factors like who you’re playing with. You won’t always be matched against players who are on an even keel with you. So we want to look at fundamental skills like hand-eye coordination, visual acuity, spatial processing skills and working memory capacity.”

Klutch has partnered with the National Championship Series as the official FPS training partner for 2019. NCS has majors for both CS:Go and Overwatch, two of the biggest competitive FPS games in the world. The company is also partnering with top Twitch streamers and Masterclass to create The Academy.

Academy users will be able to get advanced tutorials from streamers like KingGeorge (Rainbox Six Siege), SypherPK (Fortnite), Valkia (Overwatch), Drift0r (CoD) and Launders (CS:GO).

Obviously, gaming is a major part of Statespace’s business model. But the skeleton of the technology has a number of different applications, particularly in medicine. Statespace is currently in the research phase of rolling out an Aim Lab product that is specifically focused on helping people who have had strokes recover and rehabilitate.

Statespace wants to use the funding to build out the team and expand the Klutch Aim Lab platform beyond Steam to mobile and eventually console, with Xbox prioritized over PlayStation, as well as launching the Academy.

Opsani helps optimize cloud applications with AI

Published August 8, 2019

Opsani, a Redwood City, Calif. startup, wants to go beyond performance monitoring to continually optimizing cloud applications, using artificial intelligence to help the software learn what is the optimal state.

“We have come up with a machine learning technique centered around reinforcement learning to tune the performance of applications in the cloud,” company co-founder and CEO Ross Schibler told TechCrunch.

Schibler says each company has its own unique metrics and that’s what they try to optimize around. “We’re modifying these parameters around the resource, and we’re looking at the performance of the application. So in real time, what is the key business metric that the application is producing as a service? So it might be the number of transactions or it might be latency, but if it’s important to the business, then we use that,” he explained.

He claims that what separates Opsani from a monitoring tool like New Relic or AppDynamics is that they watch performance and then provide feedback for admins, but Opsani actually changes the parameters to improve the application performance in real time, based on what it knows about the application and what the developers want to optimize for.

It is also somewhat similar to a company like Spotinst, which optimizes for the cheapest cloud resources, but instead of simply trying to find the best price, Opsani is actually tuning the application.

The company recently announced a $10 million Series A investment led by Redpoint Ventures. Previous investors Zetta Ventures and Bain Capital also participated.

For now, it’s still early days for the startup. It has a dozen employees and a handful of customers, according to Schibler. With the recent $10 million round of funding, it should be able to hire more employees and continue refining the product.

Africa’s top mobile phone seller Transsion to list in Chinese IPO

Published August 8, 2019

Chinese mobile-phone and device maker Transsion will list in an IPO on Shanghai’s STAR Market, Transsion confirmed to TechCrunch.

The company — which has a robust Africa sales network — could raise up to 3 billion yuan (or $426 million).

“The company’s listing-related work is running smoothly. The registration application and issuance process is still underway, with the specific timetable yet to be confirmed by the CSRC and Shanghai Stock Exchange,” a spokesperson for Transsion’s Office of the Secretary to the Chairman told TechCrunch via email.

Transsion’s IPO prospectus is downloadable (in Chinese) and its STAR Market listing application available on the Shanghai Stock Exchange’s website.

STAR is the Shanghai Stock Exchange’s new Nasdaq-style board for tech stocks that also went live in July with some 25 companies going public.

Headquartered in Shenzhen — where African e-commerce unicorn Jumia also has a logistics supply-chain facility — Transsion is a top-seller of smartphones in Africa under its Tecno brand.

The company has a manufacturing facility in Ethiopia and recently expanded its presence in India.

Transsion plans to spend the bulk of its STAR Market raise (1.6 billion yuan or $227 million) on building more phone assembly hubs and around 430 million yuan ($62 million) on research and development, including a mobile phone R&D center in Shanghai, a company spokesperson said.

Transsion recently announced a larger commitment to capturing market share in India, including building an industrial park in the country for manufacture of phones to Africa.

The IPO comes after Transsion announced its intent to go public and filed its first docs with the Shanghai Stock Exchange in April.

Listing on the STAR Market will put Transsion on the freshly minted exchange seen as an extension of Beijing’s ambition to become a hub for high-potential tech startups to raise public capital. Chinese regulators lowered profitability requirements for the exchange, which means pre-profit ventures can list.

Transsion’s IPO process comes when the company is actually in the black. The firm generated 22.6 billion yuan ($3.29 billion) in revenue in 2018, up from 20 billion yuan a year earlier. Net profit for the year slid to 654 million yuan, down from 677 million yuan in 2017, according to the firm’s prospectus.

Transsion sold 124 million phones globally in 2018, per company data. In Africa, Transsion holds 54% of the feature phone market — through its brands Tecno, Infinix and Itel — and in smartphone sales is second to Samsung and before Huawei, according to International Data Corporation stats.

Transsion has R&D centers in Nigeria and Kenya and its sales network in Africa includes retail shops in Nigeria, Kenya, Tanzania, Ethiopia and Egypt. The company also attracted attention for being one of the first known device makers to optimize its camera phones for African complexions.

On a recent research trip to Addis Ababa, TechCrunch learned the top entry-level Tecno smartphone was the W3, which lists for 3,600 Ethiopian Birr, or roughly $125.

In Africa, Transsion’s ability to build market share and find a sweet spot with consumers on price and features gives it prominence in the continent’s booming tech scene.

Diving deep into Africa’s blossoming tech scene

Africa already has strong mobile-phone penetration, but continues to undergo a conversion from basic USSD phones, to feature phones, to smartphones.

Smartphone adoption on the continent is low, at 34%, but expected to grow to 67% by 2025, according to GSMA.

This, added to an improving internet profile, is key to Africa’s tech scene. In top markets for VC and startup origination — such as Nigeria, Kenya, and South Africa — thousands of ventures are building business models around mobile-based products and digital applications.

If Transsion’s IPO enables higher smartphone conversion on the continent, that could enable more startups and startup opportunities — from fintech to VOD apps.

Another interesting facet to Transsion’s IPO is its potential to create greater influence from China in African tech, in particular if the Shenzhen company moves strongly toward venture investing.

China’s engagement with African startups has been light compared to China’s deal-making on infrastructure and commodities — further boosted in recent years as Beijing pushes its Belt and Road plan.

Transsion’s IPO move is the second recent event — after Chinese owned Opera’s big venture spending in Nigeria — to reflect greater Chinese influence and investment in the continent’s digital scene.

So in coming years, China could be less known for building roads and bridges in Africa and more for selling smartphones and providing VC for African startups.

Opera founded startup OPay raises $50M for mobile finance in Nigeria

Postmates lands first-ever permit to test sidewalk delivery robots in San Francisco

Published August 7, 2019

On-demand delivery business Postmates says it’s been granted the first-ever permit for sidewalk robotics operations in the city of San Francisco.

According to San Francisco Public Works, the permits are active for 180 days and authorize the testing of up to three autonomous delivery devices. We’ve reached out to the Public Works department for comment.

Postmates has since 2017 been working alongside San Francisco supervisor Norman Yee and labor and advocacy groups to develop a framework for sidewalk robotics. The issuance of the permit makes San Francisco one of the first cities to formally allow companies to test autonomous delivery robots under a new pilot program.

Previously, companies were testing autonomous robots in various San Francisco streets sans permits, until the city voted to ban street robots from testing without official government permits, akin to the electric-scooter saga of 2018.

“We’ve been eager to work directly with cities to seek a collaborative and inclusive approach to robotic deployment that respects our public rights of way, includes community input, and allows cities to develop thoughtful regulatory regimes,” a representative of Postmates said in a statement provided to TechCrunch.

Postmates semi-autonomous sidewalk rover, Serve, was unveiled in December. Using cameras and lidar to navigate sidewalks, Serve can carry 50 pounds for up to 25 miles after one charge. Postmates has a human pilot remotely monitoring the Serve fleets and each rover has a “Help” button, touchscreen and video chat display for customers or passers-by to use if necessary. The company originally said they planned to roll out the bots in 2019, though no pilots have been officially announced yet.

Postmates semi-autonomous delivery robot, Serve

Postmates says they’ve made a number of changes to Serve in recent months, including implementing new lidar tech that’s smaller, more lightweight and durable, with zero-emission capabilities. Under Ken Kocienda, an Apple veteran that joined Postmates recently, the Serve team has also developed a new scripting language for animating Serve’s “eyes.”

“We are spending a lot of time going in and refining and inventing new ways that Serve can communicate,” Kocienda told TechCrunch in an interview earlier this year. “We want to make it socially intelligent. We want people, when they see Serve going down the street, to smile at it and to be happy to see it there.”

According to documents provided by Postmates, another autonomous delivery company, Marble, was not granted a permit after labor union Teamsters said the startup lacked an adequate Labor Dispute statement in its permit application. Marble is a last-mile logistics business based in San Francisco. Last year, the company closed a $10 million round with support from Tencent, CrunchFund and others.

Postmates, for its part, is expected to go public later this year in a highly anticipated initial public offering. The business filed confidentially for its offering in February after lining up a $100 million pre-IPO financing that valued the business at $1.85 billion. Postmates is said to be simultaneously exploring an M&A exit, according to Recode, which recently wrote that Posmates has discussed a merger with DoorDash, another top food delivery provider.

In June, Postmates announced Google’s vice president of finance, Kristin Reinke, had joined its board of directors, a sign it was sticking to IPO plans.

Postmates is backed by Tiger Global, BlackRock, Spark Capital, Uncork Capital, Founders Fund, Slow Ventures and others.

Postmates CEO Bastian Lehmann is coming to Disrupt SF

Government and nonprofit discounts available for Disrupt SF 2019

Published August 7, 2019

Disrupt San Francisco 2019 takes place on October 2-4. More than 10,000 people — tech founders, investors, hackers, leaders, makers and shakers — will gather for three days focused on early-stage startups. And if you work for a government agency or a nonprofit, we have great news in the form of a deep discount on Innovator passes.

We want as many different voices at the Disrupt table as possible, so take advantage of this opportunity and let your voice be heard. Your price of admission: $495, which saves you $800 over the early-bird price. Only your Innovator pass is discounted — not your Disrupt experience.

You’ll have access to the full conference and all the programming across the Main Stage, the Extra Crunch Stage, the Showcase Stage and Q&A sessions. That includes Startup Battlefield, our epic pitch competition, where extraordinary startups compete for $100,000.

Explore more than 1,000 early-stage startups and sponsors camped out in Startup Alley, participate in interactive workshops and network, network, network. Speaking of networking, you can use CrunchMatch, our free attendee networking platform, to seek out and make appointments with the people who can move your business forward.

Your pass also gets you into the always-awesome TechCrunch networking events. When the conference ends, you also have access to our library of event video content, so no worries if you miss anything.

And in a classic “but wait, there’s more” moment, your Innovator pass also gives you access to discounted airline fares and hotel rooms. Ka-ching.

That’s a whole lotta value, amirite? And now here comes the fine print.

All discounted tickets are non-refundable, and you can’t combine them with any other offer. To qualify for the discount, you must be a current, full-time employee of a nonprofit organization, a federal, state or local government agency, an international government agency or be an active military member.

Nonprofit employees must provide their email address from their organization during the online registration process. Government employees must provide their valid .gov email address during the registration process.

At the on-site registration check-in, you must show proof of current employment at your nonprofit (copy of 501c3 documentation) or government organization. Government contractors, including contractors working on government “Cost Reimbursable Contracts,” are not eligible for the government discount.

We accept the following forms of valid government ID:

Government-issued Visa, MasterCard or American Express
Government picture ID
Military picture ID
Federally Funded Research Development Corp (FFRDC) ID

If you don’t present valid nonprofit documentation or government ID at registration, you’ll have to pay the full on-site price ($1,995).

Disrupt San Francisco 2019 takes place on October 2-4, and we have a limited number of these tickets. Buy your discounted Innovator pass today and secure your place at the table.

With MapR fire sale, Hadoop’s promise has fallen on hard times

Published August 7, 2019

If you go back about a decade, Hadoop was hot and getting hotter. It was a platform for processing big data, just as big data was emerging from the domain of a few web-scale companies to one where every company was suddenly concerned about processing huge amounts of data. The future was bright, an open source project with a bunch of startups emerging to fulfill that big data promise in the enterprise.

Three companies in particular emerged out of that early scrum — Cloudera, Hortonworks and MapR — and between them raised more than $1.5 billion. The lion’s share of that went to Cloudera in one massive chunk when Intel Capital invested a whopping $740 million in the company. But times have changed.

Via TechCrunch, Crunchbase, Infogram

Falling hard

Just yesterday, HPE bought the assets of MapR, a company that had raised $280 million. The deal was pegged at under $50 million, according to multiple reports. That’s not what you call a healthy return on investment.

Only 48 hours left for early-bird tickets to TC Sessions: Enterprise 2019

Published August 7, 2019

If enterprise software makes your entrepreneurial heart beat faster, you do not want to miss TC Sessions: Enterprise 2019 on September 5 in San Francisco. And if you really want to make your heart sing, buy an early-bird ticket and save $100. But act quickly, because that deal disappears in just 48 hours on August 9 at 11:59 p.m. (PT).

Join more than 1,000 enterprise software experts and aficionados — leaders, rising founders and VCs — to discuss, explore and gain insight into the current and future state of enterprise companies, trends and technology.

This day-long conference features more than 20 sessions on the Main stage including interviews, panel discussions, plus separate speaker Q&As and breakout sessions. You’ll hear from industry giants like these (to name just a few):

George Brady, CTO at Capital One
Jim Clarke, Intel’s director of Quantum Hardware
Scott Farquhar, co-founder and co-CEO at Atlassian
Aaron Levie, Box co-founder and CEO
Aparna Sinha, Google’s director of product management for Kubernetes and Anthos

Our presentations cover a wide range of crucial topics — like this one featuring Martin Casado (Andreessen Horowitz) and Wendy Nather (Duo Security):

Keeping the Enterprise Secure: Enterprises face a litany of threats from both the inside and outside the firewall. Now more than ever, companies — especially startups — have to put security first. From preventing data from leaking to keeping bad actors out of your network, enterprises have it tough. How can you secure the enterprise without slowing growth? We’ll discuss the role of a modern CSO and how to move fast… without breaking things.

You’ll find the lineup of events in the agenda, and we might even add a few surprises between now and September.

No TechCrunch Session would be complete without world-class networking, and you’ll have plenty of opportunities to build new connections. Even better, you’ll have CrunchMatch at your disposal. Our free business match-making platform helps you cut through the noise, zero in on the right people and produce better results.

You can’t clone yourself (yet), but you can bring your team and cover more ground. Take advantage of our group discount and save 20% when you purchase four or more tickets at once.

One more ROI checkpoint. For every ticket you buy to this Session, we’ll register you for a free Expo-only pass to TechCrunch Disrupt SF 2019.

TC Sessions: Enterprise takes place in less than one month, but the early-bird price evaporates in just 48 hours. Buy your early-bird ticket before the deadline — August 9 at 11:59 p.m. (PT). Save $100 and make your heart sing.

Is your company interested in sponsoring or exhibiting at TC Sessions: Enterprise? Contact our sponsorship sales team by filling out this form.

Rookout lands $8M Series A to expand debugging platform

Published August 7, 2019

Rookout, a startup that provides debugging across a variety of environments, including serverless and containers, announced an $8 million Series A investment today. It plans to use the money to expand beyond its debugging roots.

The round was led by Cisco Investments along with existing investors TLV Partners and Emerge. Nat Friedman, CEO of GitHub; John Kodumal, CTO and co-founder of LaunchDarkly; and Raymond Colletti, VP of revenue at Codecov also participated.

“Rookout from day one has been working to provide production debugging and collection capabilities to all platforms,” Or Weis, co-founder and CEO of Rookout told TechCrunch. That has included serverless like AWS Lambda, containers and Kubernetes and Platform-as-a-Service like Google App Engine and Elastic Beanstalk.

The company is also giving visibility into platforms that are sometimes hard to observe because of the ephemeral nature of the technology, and that go beyond its pure debugging capabilities. “In the last year, we’ve discovered that our customers are finding completely new ways to use Rookout’s code-level data collection capabilities and that we need to accommodate, support and enhance the many varied uses of code-level observability and pipelining,” Weiss said in a statement.

It was particularly telling that a company like Cisco was deeply involved in the round. Rob Salvagno, vice president of Cisco Global Corporate Development and Cisco Investments, likes the developer focus of the company.

“Developers have become key influencers of enterprise IT spend. By collecting data on-demand without re-deploying, Rookout created a Developer-centric software, which short-circuits complexities in the production debugging, increases Developer efficiency and reduces the friction which exists between IT Ops and Developers,” Salvagno said in a statement.

Rookout, which launched in 2017, has offices in San Francisco and Tel Aviv, with a total of 20 employees. It has raised more than $12 million.

Rookout releases serverless debugging tool for AWS Lambda