Lending a helping hand: a chat with Michael Reagan
Have you ever placed a heated call to a company, or left a strongly worded review on a website? It’s okay—we’ve all been there. And feedback—both good and bad—is crucial to growth and understanding and an overall better user experience. But handling that feedback can be a tough challenge, and that’s why we need folks like Michael Reagan.
Here at Zap, we have a whole team of people dedicated to helping our customers. And heading that team is Michael Reagan. Michael has a very Zen-like (I like to call it Zap-like) quality about him. He’s quiet and reserved—but always wears a smile. Within a few minutes of our conversation, I found out that he’s not only wonderful at what he does—he also truly loves it.
How long have you been with the company?
Michael has worked at ZapLabs for 15 ½ years. “I have been in this specific office since day one,” he said.
Tell me a bit about what you do here.
Michael is the Head of Customer Success. “I oversee the Customer Success team,” he told me. “Our job is to support the product. We do that over the Community by responding to posts and questions - and broadcasting when we have outages.”
Michael and his team also dedicate their time to educating agents so they can support their customers. “There are so many skilled users out there helping each other - and when we can, we step in and help them out as well.”
Why do you like what you do?
“I like helping people,” Michael said. “It’s a must for anyone working in a customer-facing role.” Working with customers means dealing with both the good and the bad, but that doesn’t faze him at all. “That one time when you make someone’s day—it makes it all worth it.”
Why do you like working at ZapLabs?
“That’s easy,” Michael replied with a smile. “The main reason why I’ve been here so long is the people behind the product. I love the collaboration—everyone is friendly, and I like the diversity. It’s refreshing.”
What inspires you about Zap?
“Zap is an ever-changing product that keeps us on our toes,” Michael said. “It’s always changing—it’s never stale. It’s like supporting a moving target.”
What are your hopes for the product in the future?
“Of course, I want it to be successful!” he said. He also hopes that the product becomes more customizable in the future so that any user can create their own experience.
What role does real estate and technology play in your life?
Michael has purchased two homes through ZipRealty. “Real estate and technology play a huge role in my life,” he told me. “I’ve been in real estate for 20 years—before ZapLabs I worked for Cendant as a real estate specialist. My passion was always technology, so coming here put those two worlds together. It made it fun for me.”
What would your dream home look like?
Michael has four kids ranging from age 17 to age 4, so room for activities is a must. “I think I’m in my dream home—I’m just on the wrong lot!” Michael said. “I wish I had more of a backyard.”
What do you do for fun?
Music runs in Michael’s family (his father was a bassist in Motown!) and is a huge part of his life. “I love anything that has to do with music—listening, watching, playing. I play the drums, bass, and piano.”
What is your favorite quote?
“We are all in the gutter, but some of us are looking at stars.” —Oscar Wilde
Is there anything else you would like to tell our users?
“Let us know what’s happening—both the good or bad—and how we can improve,” he replied. “We take suggestions very seriously and try to promote them to the product team.”
Christine is a Marketing Copywriter at ZapLabs, focused on creating engaging original content such as Community articles, case studies and email campaigns. Christine also manages Zap and ZapLabs’ social media channels, curating news and tips to a growing agent user base and prospective candidates.