At Cirrus, our Service Desk is more than a place to log a ticket. It’s a team of real people who care deeply about helping our customers succeed. Behind every quick reply or solved issue is someone who has taken the time to listen, understand, and find the best way forward. In this series, we’re pulling back the curtain to share the people behind the desk, what their work looks like day to day, and the small but powerful ways they make a difference.
Today we sit down with Cirrus Customer Success Manager, Aiden Molavi. Aiden brings not only technical expertise but also a calm, thoughtful approach to helping clients and candidates feel supported. In this conversation, he shares what a typical day looks like, how he builds trust, and why the unseen work behind the scenes matters so much.
What’s a typical day in your role look like? Or is there no such thing?
No two days at Cirrus are ever the same. As a service desk team, we do try to stick to a routine because it keeps us organised, but the reality is that the platform is used in so many different ways and has a lot of room for customisation. That means every day we get requests that feel fresh, almost like little projects of their own, each shaped around a client’s specific needs.
For me, the day usually starts with opening Jira to check tickets and scanning my emails, then planning or reshaping my day depending on priorities. A high-priority ticket can drop in at any point, so it’s really about finding that balance between routine and adaptability while making sure our SLAs are met.
How do you prioritise what each customer needs when everyone’s goals are different?
Our main guide for setting priorities is the SLA. It lays out what should come first and what conditions need to be met at each level of priority. But in reality, it’s rarely that straightforward. There are always different factors to weigh up, and it often takes a team decision to make sure every client’s needs are handled in a timely and effective way. At its core, it’s a collaborative process between Product and the Service Desk, and sometimes management steps in as well.
How do you balance being reactive (support tickets, questions) with proactive support?
We always try to be proactive. That means planning ahead for any issues that could affect how clients and candidates use the platform. Of course, that doesn’t mean we can avoid being reactive altogether. Unexpected things will always come up. But by staying proactive, we’re better prepared to deal with those reactive moments when they do happen.
How do you build long-term trust with customers over time?
By showing up in a genuine way, listening with empathy, and being consistent in how we support them.
What’s your favourite way to unwind after a long day of solving customer challenges?
Playing the guitar, going for a walk, or relaxing with my Nintendo Switch.
Is there a part of your work that you think goes unnoticed but plays a crucial role?
Definitely the proactive part I mentioned earlier. There’s a lot of data-driven preparation we do in advance of exams across different clients. Most of it happens quietly in the background, but it’s what makes sure things run smoothly when exams actually take place.
What stands out in talking with Aiden is how much of his role happens before anyone even notices. The careful planning, the data checks, the preparation ahead of exams… all of it is what ensures things run smoothly on the day. It may not always be visible, but it makes a world of difference. By combining that proactive work with genuine care for customers, Aiden shows how the Service Desk is about much more than solving tickets. It’s about creating trust and giving every client the confidence that they’re in good hands.
Missed last week? We sat down with Jad Kaddour to learn how he helps new customers build confidence through structured, flexible onboarding. Read all about it here.
Coming next week: Behind the Cirrus Service Desk: Practical Advice for Everyday Success. For our final post in this series, we asked the entire Service Desk to share their best tips for getting the most out of Cirrus. From hidden features to quick wins that make a real difference, consider it your insider’s guide from the people who know the platform best.
