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About Customer Care It's Nice to Meet You!

Our Mission

Our Mission is a simple one: To protect our Customer’s data through World Class Customer Support.

Our Vision

Our vision is to be the world's leading Customer Service and Technical Support Organization. We aim to be the standard against which all other organizations are measured.

Current Customer Satisfaction Rating

93%

Robert Frost
VP of Customer Care

Rob brings 15 years of experience in Customer Service to his role as Vice President of Customer Care at Carbonite. He is a passionate customer advocate who delivers world-class support by creating a fun, challenging and healthy work environment where employees can thrive. Rob has deep experience in the backup and recovery space, having held leadership positions at Intronis and Acronis prior to joining Carbonite.

Krystle Bouck
Director - Customer Care Operations

Krystle’s mission at Carbonite is to ensure our technical agents have the knowledge and tools they need to succeed. She accomplishes this through providing top notch training, quality assurance, analytics, tools and content. Krystle has worked in Customer Service her entire professional career. She started with Carbonite in 2007 as a technical email agent. Since then she has excelled from Tier I to Tier III, supervised a Service Delivery team, created training and quality programs from scratch, facilitated opening 3 outsourced vendors and happily helped move support to Lewiston, ME. She has seen Carbonite Support grow from a start-up to a world class support center and has enjoyed every minute of it. Her tenure with Carbonite and her start as a support agent influences every decision she makes for the benefit of our customers.

Marshall Milinazzo
Director - Customer Care Readiness

Readiness prepares the Carbonite Customer Care organization for changes to our products and processes to ensure the best support experience for all of our customers. Marshall has come up through the ranks of Customer Care, starting as a Carbonite Support Representative in the spring of 2008 , he moved on to become the Manager of the Escalation Team. Since then he has taken on an increasing level of responsibility and has used his knowledge to improve cross functional communication between the different teams at Carbonite. He strives every day to improve our business, which is to offer our customers a world class Customer Care and Product experience.

Brett Siedman
Director - Customer Care

Brett Siedman is the Director of Service Delivery for Carbonite Customer Care. In Brett’s 16 years of domestic and international customer service experience, he has worked for several technology giants, including Microsoft and Intel, and consulted with companies like Acronis and Monster Worldwide. Brett feels that having world class customer support is key to success for any company in this day and age and his philosophy is that happy employees drive happy customers: “In addition to top notch technical/troubleshooting skills, I want my agents’ smiles to go right through the phone line to the customer!”