At Mad Mobile, our Technical Support teams in Tampa and Colombo work as one seamless unit, ensuring round-the-clock support for our customers. Despite being thousands of miles apart, our partnership is built on trust, expertise, and a shared commitment to delivering the best support experience through global collaboration.
Learning from Each Other
For Marko (Senior Director of Global Support), stepping into his role with fresh ideas meant embracing rapid change. However, through his collaboration with Dilruwan (Director of Technical Support), he gained valuable insights into the ITIL framework methodologies, helping them refine their approach to change management. On the other hand, Dilruwan learned the importance of patience and composure under pressure from Marko—a lesson that has strengthened his leadership approach.
The Power of a Follow-the-Sun Model
With a global support team spanning different time zones, Mad Mobile ensures that customer needs are met at any hour of the day or night. As Marko puts it, “Our speed to address customer issues would slow down without this teamwork. Being able to wake up and have the work completed overnight accelerates our ability to resolve issues.” Dilruwan echoes the same thought, emphasizing that in the restaurant industry, “business never sleeps, and neither can support.”
Cultural Insights & Work Ethic
Marko has been particularly impressed by the commitment and problem-solving mindset of the Sri Lankan team. “They take ownership of challenges and ensure that issues are resolved efficiently,” he shares. Dilruwan, in turn, has learned the importance of effective communication when managing customers—a skill that has strengthened their team’s ability to build trust and relationships.
Unexpected & Fun Moments
Working across time zones comes with its surprises. Marko admits he sometimes wonders “when the Sri Lankan team sleeps,” as he often sees them responding to requests even outside their work hours. “I occasionally tell them to go to sleep, but I recognize their dedication.” Meanwhile, Dilruwan is looking forward to seeing if Marko, who is known as a local champion for eating chicken wings, can handle the heat of Sri Lankan spicy cuisine.
Delivering Exceptional Customer Service
One of the most rewarding aspects of this global collaboration is seeing how it directly benefits customers. Marko recalls a situation where a US-based prospect hesitated to sign up due to concerns about working with an overseas support team. However, after an introductory call with the Sri Lankan L1 team, the customer was so impressed by their professionalism and expertise that they signed up immediately. Dilruwan describes this collaboration as a relay team, passing the baton seamlessly to keep customers happy.
Looking Ahead
Mad Mobile’s Tampa-Colombo collaboration continues to evolve. Marko highlights the multiple processes, frameworks, and standups already in place to ensure seamless teamwork. Moving forward, both teams remain committed to enhancing and improving how they work together.
At the end of the day, it’s not just about time zones and workflows—it’s about people, trust, and a shared mission to provide the best support experience possible. And at Mad Mobile, that mission never stops.
Special Thanks
This story of global collaboration wouldn’t be complete without acknowledging the voices behind it. A heartfelt thank you to Marko Milakovic, Senior Director of Customer Support (US), and Dilruwan Madubashitha, Director of Technical Support (Sri Lanka), for sharing their experiences, insights, and leadership that continue to shape Mad Mobile’s exceptional support culture.
Their partnership is a true reflection of what’s possible when people across continents come together with purpose, passion, and a commitment to excellence.
