About us

This is Smart Role

Our mission is to make customer service training simple, effective and empowering.

Preparing every agent from day one

At Smart Role, our mission is to make customer service training simple, effective, and empowering. We help teams unlock the potential of every interaction by preparing agents with the skills they need from day one.

Why does this matter? Because we've all been customers, hoping for a positive experience. When agents are well-prepared and confident, service becomes seamless and interactions more meaningful, leading to stronger, more loyal customer relationships.

Our values

How we work together, wherever we are.

Openness
We share what we know, say what we think and keep our numbers, roadmap and decisions visible to the whole team.
Collaboration
Product, engineering and customers build Smart Role together: the best idea wins, whoever it comes from.
Remote first
We work from where we work best. Writing things down and working asynchronously keep everyone in the loop, across time zones.
International team
Our team spans several countries, languages and cultures, just like the support teams we train.
Ownership
Everyone owns their work from idea to production, and takes the initiative to make things better.
Always learning
We practise what we preach: feedback is frequent, mistakes are lessons and curiosity is encouraged.

Our founders

Our team brings over 20 years of combined expertise in customer support and SaaS platform development. This depth of experience sets Smart Role apart, enabling us to align our services closely with our clients' needs.

Tue Søttrup
CEO
Former VP of CX Excellence & Chief Evangelist at Dixa (Series C, €160M) with more than 15 years of experience in the customer service industry.
Thibaut Martin
COO
Former Head of Customer Experience and Customer Service Lead at Google. Currently consulting international companies as a CX expert.
Sven Gaubert
CTO
Fullstack web staff engineer with over 20 years of experience in IT. Passionate about everything related to cloud, frontend, backend and DevOps.

A bold vision for the future of customer support

Discover why we're betting on the tens of millions of agents around the world to lead the $470B support industry into the AI age.

Read our manifesto

10M+

10+ million agents

We believe these agents are the key to transforming support through AI.

No frontier

Support agents exist in every country. So does our mission to empower them.

ArgentinaGuineaScotlandEcuadorEuropeBrazil
RomaniaVietnamCanadaBelgiumCubaMyanmarCayman IslandsQatarHonduras
FranceGermanySpainItalyPortugalUnited KingdomIrelandNetherlandsDenmarkSwedenNorwayPoland
BulgariaGreeceTürkiyeMoroccoSenegalNigeriaEgyptSouth AfricaIndia
PhilippinesJapanMexicoColombiaUnited StatesAustralia