Bending Spoons

Not the sexiest document… But it’s helped a lot of Spooners. It might help you, too. Smart Usage of Slack: How to get the most out of Slack (and similar apps) without letting them consume your time, focus, and sanity. P.S. We still love you, Slack. ❤️

In our quest to achieve the impawsible… We’ve acquired Tractive! 🐾 Tractive is one of the most trusted names in location tracking and health monitoring for pets. We’re excited to reach new heights together! Press release in the comments. >>>

CEO Luca reveals the Bending Spoons playbook: Acquire. Improve. Transform.

Three days, all expenses paid, in Milan. ⭐️ Software engineering students and recent grads, First Ascent is for you! It’s a weekend of coding challenges, networking with other exceptional students, and mentorship from our engineers. Applications are currently open for the following editions: 🇵🇱 First Ascent Poland 🇪🇸 First Ascent Spain 🇩🇪 First Ascent Germany 🇫🇷 First Ascent France 🇺🇸 First Ascent USA If you’re talented, driven, and looking to experience a fast-paced tech environment—link in comments for more details and to apply. 👇

Full steam ahead. 🚂 Since Eventbrite officially joined us in March, the team has shipped 13 features and UX improvements. All driven by surveys and face-to-face conversations with passionate users. Check out a few of the top updates. 👇

€100,000 in scholarships for women studying tech >> There’s only one week left to apply for the Bending Spoons Women in Computer Science Scholarship. Applications close May 17: link in comments for more info. 🔗

Ten months ago, Alexander was studying at Bristol University. Today, he’s driving platform improvements at WeTransfer, shipping directly to millions of users. What are his favorite projects so far? “Enabling users to edit a transfer after sending it. I’d never worked on a project more complex than a frontend/backend stack before. But for this, I had to make changes across three services. Super satisfying because the feature removed a pretty big headache for WeTransfer users—deleting and reuploading a transfer every time they missed a file or shared the wrong version.” “Another favorite: Leading a data migration to a more modern service. I think it’s rare for junior engineers to be given so much responsibility early on. But it’s pretty common here.” Up next: Working with the CTO to build an AI assistant that tackles one of software engineering's oldest frustrations—being on call. The goal is that by the time an engineer gets an alert, a detailed diagnosis and a ready-to-deploy fix are waiting for them. We’re hiring graduate and intern software engineers. If you’d thrive here, follow the link in comments to learn more and apply. 🔗

Bonjour la France ! The latest edition of First Ascent is for you. ⭐️ Join us in Milan at this three-day, all-expenses-paid retreat for top computer science students and grads. Link in comments for more details and to apply. 🚀

Three months in at Vimeo. In January, we officially took the reins on Vimeo. Since then, the team has fixed 100 bugs and shipped 45 features and UX improvements based on user requests. Here are a few highlights: 👤 A new Profile design. Customize your page with dark mode and more control over which videos are shown first, so your work is displayed at its best. 🌍 More powerful AI translation. Subtitle transcription and translation now support 99 languages, with the option to bulk-translate multiple videos in one click. ⏩ 7 improvements to video reviews. Set up a link in seconds and get more detailed feedback with timestamps and comment reactions. 📈 New engagement metrics. See retention graphs for single and multiple videos, so you know exactly when viewers are dropping off. And we’re not slowing down. Plenty more improvements coming soon. 🚀

🥄 Most tech companies are using AI to make customer support cheaper. I think they're solving the wrong problem. Three months ago, I left logistics for a customer support role at Bending Spoons. Most people in my network thought it was a strange move. Now I think CS is the most underrated function in tech. CS talks to users every day, at scale, with full context. Most companies have run it as a cost center for so long that the strategic potential has become invisible. The function gets treated as a backstop. The work is measured in tickets per hour, not insight per ticket. We’re using AI to change that. Not by making the same job cheaper, but by making the support better. Three things that have stood out to me: ▸ A five-minute interaction is replacing flows that used to take days Maybe it’s because I’m still not used to Bending Spoons’ speed, but it’s wild to me that we have been able to completely rebuild processes in weeks. Vimeo's billing journey, from "where's my invoice" to "I need a refund", used to span multiple emails, multiple agents, multiple tools. Now, most billing issues are resolved in a single conversation. ▸ The numbers improve fast when the foundations are right Two weeks after launching AI replies on billing, we were automating 30% of Vimeo support tickets. That’s hundreds of tickets resolved every day, autonomously. Average resolution time dropped sharply and CSAT held above 80%. The point isn't the speed at which AI takes over tasks, it's the rate at which customer support is improving. ▸ AI is turning support tickets into product signals When our system replies to a customer, it isn't just reading the ticket. It's reading the relevant backend signals and how similar issues are resolved. It's spotting recurring themes across thousands of tickets and flagging them directly to engineers (a bug, a missing feature, a confusing UX path) faster than any person could—and more accurately. Customer support is becoming one of the strongest product-feedback engines in the company. Customer support still needs a person: someone to project manage, make the judgment calls, resolve the complicated cases. But the patient investigation, the cross-referencing, the depth of context, that part is no longer a bottleneck. And what's left is a function that finally gets to do what it was always supposed to: be the closest, fastest, most reliable connection a company has to its customers. When I joined Bending Spoons, they told me we were working to have the best customer support in the world. Three months in, the only question I have is what are we doing next to get there.