Kalle Paavola, Casambi’s Head of Global Support, is passionate about helping his team and customers succeed, making this article a great read for anyone interested in how good customer support is key to Casambi’s cutting-edge lighting control tech.
Kalle’s career began with an academic foundation in electronics system design and industrial economy, which quickly opened the doors to work for a subcontractor of Nokia, one of the world’s giants in mobile technology. His early work involved tackling intricate technical challenges, like ensuring mobile devices’ external and internal parts coexisted harmoniously – particularly how their multiple antennas functioned together without interference. It was the perfect training ground for someone destined to operate at the intersection of complex systems and human needs.
But his story took a pivotal turn, leading him into the world of lighting and customer support. It wasn’t planned – it was, in his words, a “coincidence.” A recommendation from a friend brought him to Helvar, and this marked the start of a career in customer support that felt “right” for his personality and inclinations. What makes this journey special is that, unlike many who fall into support roles, Kalle found a deep sense of purpose in helping people solve their problems.
Now, as Head of Global Support at Casambi, Kalle leads a team that tackles over 700 support requests each month. But for him, this role goes far beyond technical troubleshooting. His philosophy is rooted in empowerment. He constantly reminds his team that they’re the vital link between customers and the company, stating, “Without them, the company cannot move forward.” Support isn’t just a job – it’s a mission to help customers overcome their challenges and walk away equipped to solve problems on their own. “We are here to arm them with what they need and inspire confidence.”
Kalle’s team handles a wide range of support requests, from general assistance with using the Casambi system to more advanced inquiries from lighting professionals seeking second opinions or help with system troubleshooting. Many of these cases tend to be elevated and complex, requiring a deeper level of expertise.
But here’s the truth Kalle knows better than most: Support work isn’t for everyone. He recognizes that too often, support agents are taken for granted. Customers come to them frustrated, and they must not only solve technical issues but also manage human emotions. That’s why he believes anyone who wants to succeed in support needs to have a solid understanding of behavioral science. “You have to understand what makes people tick, how they navigate their problems, and then deliver support in a way that feels natural to them—whether that’s through a chat, an email, a call, or self-help materials.”
This isn’t just about technical knowledge; it’s about people skills. ‘Support agents are detectives, piecing together what has happened and what the customer has already tried. They need to interpret, observe, and consider the cultural nuances of every customer interaction’. He emphasizes that understanding human psychology is critical because what customers don’t say is often as important as what they do say.
Kalle’s also a huge proponent of openness in his team. In the fast-paced, high-pressure world of tech support, he explains, it’s essential to have a space where team members feel free to share experiences, seek advice, and even talk about failures without fear of judgment. “I will not judge you by your failures. I will judge you if you have not tried,” he tells his team. This mantra fosters a culture of trust and continuous learning, where problems are dissected, solutions are shared, and everyone grows. Psychological safety within his team is particularly important as the landscape of customer support evolves with the integration of AI.
In Kalle’s view, AI is changing the game, but not in the way many might fear. He sees AI as an augmentation of human capabilities, handling repetitive, mundane tasks while leaving the more complex, emotionally charged issues to humans. “Humans are illogical,” he says with a smile, recognizing that no machine can replicate the intuitive, empathetic connection that only homo sapiens can offer. “As I tell my team, Casambi’s software architecture is so flexible that the possibilities are endless. To truly master the system, you can’t just memorize features—you need to grasp the underlying logic, and then everything starts to make sense. This is something AI can’t quite do just yet. While AI is great at recognizing patterns, it currently struggles with the kind of abstract thinking and problem-solving that humans excel at.”
Yet, despite his team’s expertise and the power of technology, he knows that manpower alone isn’t always the solution. Casambi operates across time zones, serving a diverse global audience with different preferences for communication and support. While some European customers may prefer email, many US clients often opt for sms, and Chinese customers might lean toward WeChat, for example. This is where his passion for understanding human behavior and culture truly shines. Kalle knows that to meet the needs of every customer, you can’t rely on a one-size-fits-all approach. His team constantly seeks new ways to connect with users, from live chats to messaging platforms, catering to regional and demographical preferences. ‘It’s important to remind oneself not to be limited by one’s own perception of things’.
One of his greatest challenges? ‘My biggest fear is finding and retaining the right people’. Casambi’s technology is cutting-edge, powerful but complex, constantly evolving and support agents need to understand it on a very deep level. Training staff is a long-term investment, and team members need to be both technically inclined and emotionally resilient. It’s not a job for everyone. But those who thrive in this environment—the ones who can bridge the gap between technical know-how and human empathy—become powerhouses in the company. “My team is incredible. They know the Casambi product inside and out because they’ve navigated it through the toughest, most unexpected situations and come out on top.”
At the heart of Kalle’s leadership is a firm belief in Casambi’s mission to totally transform lighting control. He is particularly excited about the recent launch of the Salvador Series, which integrates legacy DALI systems into Casambi’s wireless ecosystem. It’s a game-changer, offering users more flexibility, control, and ease of use than ever feasible before. And his passion for the product is infectious. “You can’t work in support for a company or a product you don’t believe in,” he insists. For him, Casambi [in particular Salvador] represents a better way of controlling lighting systems, and he is determined to help customers see the value in adopting this innovative technology. “Casambi means embracing a new way of working with lighting. There’s a mental shift happening, and we need to provide the right support to galvanize that change”.
Kalle and his team aren’t just solving problems; they’re building a future where technology empowers people and where the human element remains irreplaceable. And that, perhaps, is his greatest achievement: proving that the heart of any great company lies in the empathy, intelligence, and dedication of its people.
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