Brent Pliskow

Brent Pliskow is currently the VP of Customer Support at Upwork. Prior to that, they were the Director of Technical Support Engineering at Samsara from July 2021 to April 2022. During their time at Samsara, Brent led a team of 50 in the US and Canada to resolve technical issues, product exchanges, and order management concerns for over 20,000 global customers. Brent was also responsible for the Enterprise Customer support experience, Technical Account Management service offering, and Incident and Escalation management. Brent was key in developing and executing the global support strategy.

During their time at Samsara, Brent made several accomplishments including directing the adoption of new team metrics that raised the bar for targets on time to resolution, time between updates, and CSAT. This resulted in an increase in team member productivity and higher-quality engagements. Brent also optimized the customer experience by restructuring the team from generalist, customer-segment based teams to specialized, product-based groups. This resulted in opportunities for team member growth and reducing the time to resolution. Lastly, Brent formalized the process for incident and escalation management with input from cross-functional stakeholders. This resulted in faster engagement and a feedback loop for addressing the root cause behind escalations.

Brent Pliskow holds a BA in Computer Science & Judaic Studies from Hiram College. Brent is also certified from The Leadership Consortium (TLC) in the TLC Leaders Program Certificate of Completion, Box in Box Certified Professional, itSMF USA in ITIL Foundations v3, HDI in Help Desk Manager, and Project Management Institute in Project Management Professional.

Brent Pliskow reports to Eric Gilpin, SVP, Sales. They are on a team with Deepak Shadrach - Senior Enterprise Account Executive, Anthony Buffum - VP, HR Client Strategy.