--- title: "Episode Guide: How Stacklist Concierge Builds Content Hubs" url: https://stacklist.com/card/fdd75981-a770-4ee4-88fb-e96a274f4bef stack: https://stacklist.com/c/podcast/stack/33d724d5-7e35-4660-9c57-25377be47e76 summary: "Building Stacklist features Kash from the Stacklist concierge team explaining how human specialists build client hubs end-to-end despite the software being user-friendly. The episode covers the hub-building process, the concierge role modeled after hotel concierges, and the ongoing work required to keep client hubs current and relevant." tags: "stacklist, concierge-team, hub-building, product-strategy, customer-service" key_entities: "Kash (person), Ivanha (person), Stacklist (organization), Stacklist hubs (technology), content concierge (concept), hub refresh (concept), Hawaii (location)" classification: "transcript" content_hash: "sha256:bd618d4c34ca3c87e6b7afb841bd474543d9af367e75ce9e7a3f67d043389b4a" acp_version: "0.2" token_counts_approximate: 3820 visibility: public agent_accessible: true status: "final" --- # Episode Guide: How Stacklist Concierge Builds Content Hubs # Building Stacklist | The Concierge Team: How a Hub Gets Built --- ## Description Stacklist is software anyone can use — Kash says it's so foolproof a five-year-old could build a card. So why does every client get a human concierge building their hub by hand? ## Episode summary Ivanha sits down with Kash from the Stacklist concierge team to answer exactly that. Kash is one of the concierge specialists who build client hubs end to end. She explains the role through the best analogy in the episode — think of a hotel concierge, the person who knows the area cold and makes sure your stay is seamless — then walks through how a strategy turns into a finished hub of stacks and cards, why a demo hub matters as much as the real thing, and the weekly hub refresh that keeps everything current. An honest look at the human work behind the product, builder to builder. ## Key topics - What a "content concierge" is, and why the hotel concierge is the right mental model - How a hub gets built: strategy in, the right cards out, then verification and finishing touches - Why the demo hub is a promise, not a placeholder - The hardest part of the job: deciding whether a link actually earns its place as a card - The hub refresh — keeping client hubs current as a business moves week to week - Why the multi-step team process (strategy, concierge, quality check) is what clients actually feel - The five-year-old test, and what "foolproof to build" says about the product ## Timestamps [00:00:00] Intro [00:00:26] What the concierge team is and what it does [00:02:01] How a hub gets built [00:02:49] Live demo! A real hub pitch [00:04:29] Where the strategy and cards come from [00:05:49] The hardest part: does this card earn its place? [00:06:43] Favorite hubs to build [00:08:02] First client story: a Hawaii event hub [00:09:22]Keeping client hubs current [00:11:01] The five-year-old test [00:12:11] What Kash is stacking ## Episode context Building Stacklist goes behind the scenes of the company as it's being built. This episode focuses on the concierge team — the people who turn a hub strategy into a finished, browsable hub for each client. Recorded as a casual conversation between Ivanha and Kash, who joined the team about a month and a half ago. ## Links and resources - Stacklist: www.stacklist.com - Stacklist Hubs: https://stacklistdirectory.com/ Want to see what a hub would look like for your business? Start a conversation with the team at hi@mail.stacklist.com. New episodes of Building Stacklist drop regularly, follow so you don't miss the next one. --- ## Full transcript **Ivanha** [00:06] Hello, welcome back to another episode of Building Stacklist. Today we're hanging out with Kash. She's part of our concierge team at Stacklist, and we're going to get to hear all about her job, her challenges, what this concierge team is and what it does. So Kash, do you want to take it away? Do you want to start by telling us what your job is? What do you do? **Kash** [00:26] Definitely. Thank you so much for having me and for the introduction. Hello, my name is Kash, I'm one of the concierge specialists here. We have an amazing concierge team that runs the backend, builds the hubs, ships off the hubs, and makes sure the client has it all in place. I'm very lucky and privileged to be part of such an amazing team. I'm excited to dive right in. **Ivanha** [00:49] So what actually is a concierge team? This is the first time I've ever seen something like this. I've worked at a few startups before, in tech for the past seven or eight years, and usually you don't get to see such a hands-on team with this name. You see this more in the service industry. So I'm curious, can you tell us a little bit more? **Kash** [01:13] Yeah. Concierge is definitely an out-of-the-box name for a role. I've obviously never seen something like that either. But just like we have a concierge at a hotel lobby, it's the same way. They make sure you have a seamless experience with your stay, that you have everything in place. If somebody at a hotel asks a concierge, "You have some extra time today, where can I go exploring?" they're going to tell you exactly what to do. A concierge does the same thing. We have all the liberty to choose the right cards in every hub. We have that liberty to know what goes into every hub, to make sure the customer, the client, has a seamless experience and they have everything they need in one place. So just like a hotel concierge, we are the content concierge for Stacklist. I think that's the best way to put it. **Ivanha** [02:01] And can you tell a little bit more about the process of what goes into actually creating a really great hub? **Kash** [02:06] Yeah, so the whole team works on it. We get a hub strategy first. Claude is the go-to for everybody these days — who doesn't love Claude, right? So we get a hub strategy, we feed that strategy into Claude, and it gives us the right cards to put in. Of course, you've got to put in a prompt, what exactly you're looking for, depending on the use case for the hub. But once those links are in, you verify them, you check them all, and you start building the hub. There's a collection, there's a stack, and the stack has cards. So that's the layout, and that's what a complete hub looks like. Then obviously there are lots of finishing touches, like editing thumbnails, writing the right descriptions and visuals. **Ivanha** [02:46] Can you show us? Is there any way you can show us a little bit of this process by sharing your screen, so we can see what you're talking about? **Kash** [02:49] Oh yeah, definitely. I'm actually working on a very interesting real estate client right now. Stacklist is very useful, and it's a good use case for real estate clients, and luckily it happens that I'm working on one. So I'm just going to share my screen so I can show you the one I just made. I actually just got done with it. So this is a demo hub. A demo hub is basically a picture that we paint for the client, to show what Stacklist is all about and what their hub would look like if they came on board. And I really feel like demo hubs are as important as the hubs we make for them after they're signed on, because this is what we're promising, right? This is what it's going to look like, so the demo hub has to be just as good. So this is a real estate client called [VERIFY NAME: Kennon?]. This is their bio logo. These are called action chips: their website, about us, agents, contact us, offices, browse listings. We also have a main action button right here. Their socials — usually we have Instagram, Facebook, LinkedIn, YouTube. So these are some collaborative stacks. This client is based in Atlanta, in Georgia, so a lot of this is from the area, all these cards. So we have, in the community, all the cards here. Agent Spotlight, this is their team. So this is what the cards look like. You can obviously expand the stack. And this is the full picture. **Ivanha** [04:20] How did you know what to put there? Did you have a call with them first? What goes into the planning? **Kash** [04:29] Okay, so the call already gets done. We have [VERIFY NAME: Karaya?], who does the strategy part, and she's the one who talks to the clients. She feeds a really beautiful strategy to us that we put into Claude, and this is where we get the links from. And most of the time they're actually really accurate, so that's pretty impressive. I just try to make the cards look as colorful and human as possible, because you don't want to put in a lot of stock images or make it look artificial. So we try to give it a very lively, dynamic touch. "Everything you need to know before you move" — these are kind of my favorite kinds of stacks. Very fun to do. There's community and events, and there's Atlanta neighborhood guides, "where do you want to live?" So the whole concept is basically putting myself in the head of the client and their customers. If I was your customer, what would I want to see in a hub? That's something I keep in mind when I'm working on any hub, because it can't just be a hub for the sake of it, it also needs to be relevant. **Ivanha** [05:29] This looks great, I love it. And I want to know — this sounds like, for the most part, really fun, but are there any challenges that you deal with? What's your biggest challenge, if you had to think about it? **Kash** [05:49] Oh, definitely. Every job has challenges. When you have all these links, right — I know lots of links can be turned into a card, but the whole point is, is this link relevant? Because there are just so many blogs. It shouldn't be a card for the sake of it. I want it to be very relevant to the reader, to the viewer of the card. Do they want to read this blog? Was it useful to them? Did they learn anything new? Would they open this again? Would they share this card? So a lot of my time goes into verifying the links, making sure a card doesn't come from a direct competitor, because it's very easy for that to happen. So that would be it — really verifying each and every card and making sure it holds a lot of value is one of the challenges. But it's very doable, and it's a lot of fun. **Ivanha** [06:40] And do you have a favorite type of hub to build? When you get a specific client — what is it? **Kash** [06:43] Oh my god, yes. I love the hubs that have a lot of things to eat and a lot of things to do and a lot of spots to go to, because when I'm building that hub, I'm so tempted to go to those places myself. I'm like, why have I not been here? It's just so dynamic, so colorful, and I actually learn so much. I have a great time building hubs like that. It's just beautiful. **Ivanha** [06:52] And what's it like with the rest of the team? Can you tell me a little bit more about what it's like working day to day? **Kash** [07:16] Oh, it's amazing. The team is actually the best part about Stacklist. Everyone's really cooperative. Everyone has their own things to do, which they do really well. When the strategy comes in, there are concierges working on it. Then it gets checked — there's a quality engineer. So it's a three- or four-fold process where at every step of the journey the quality is assured, because there are so many people involved in building one hub. And I think that's really important, right? Just making sure the client in the end gets a final product they really, really love. Without the team, that would not be possible at all. **Ivanha** [07:55] Do you have any stories of specific clients, or reactions, or moments where you've been like, oh, this is cool? **Kash** [08:02] Yeah. Well, I haven't been here that long — it feels like a lot more, though, because startups are so hands-on, you have things to do all the time. So it definitely feels like I've been here more than a few months. But I really loved working on my very first client, [VERIFY NAME: East Meast West?]. They're an amazing company, based in Hawaii, and they had an event in Hawaii. So I absolutely loved taking care of that hub start to end. And I did get to speak to them a little bit — we have Slack channels with all the clients, so you know what's going on. When it's the event day you'll actually talk to them: "Are you excited? Your hub is ready. What changes do we need? What should we update?" I love those client interactions, because it's so purpose-driven. No matter how little of the work you do, you're actually making a difference in somebody else's work and their life, and I absolutely love that aspect of it — the client side of things too. **Ivanha** [09:00] I wonder — when you're building a hub, the process start to finish, there's a strategy, you build it all. Once that's done and the client loves it, do you ever keep talking to them? Are there more interactions, more edits, anything like that after the hub is done and they're happy with it? **Kash** [09:22] Yeah, so we call that the hub refresh. Every week — almost every other week — for the clients you worked on, we do a hub refresh. We make sure it's always relevant, because businesses, and our clients especially, are moving so fast. Let's say I'm working on a client called [VERIFY NAME: Soak-It's?], a clothing company. One week they have something, and the next week they have new updates to give us — new changes in the business, new blogs added to their website, maybe a new clothing line, a new collection. So I have to make sure my cards and my stacks match what they currently have. You have to be very on the spot and very up to date with the changes they're making in their business, so you can make the same changes in their hub. **Ivanha** [10:11] How do you keep track of so many things? So many clients every week — how? **Kash** [10:18] Well, each client has a website, right? So I go in and check what they have and what I can add. But the team also does this — they talk to the clients too. There's email communication, there's Slack communication. You also do online video meetings, just to ask: is there anything else you'd like done? Do you want to change anything? Is this still relevant? So a lot goes into that, and there's constant communication. I feel like the real business relationship starts after you build it, because you have to keep an ongoing partnership for a very long time, and that's very important for the after-sales process. **Ivanha** [10:57] That's awesome. I didn't know so much went into it. I'm so happy to be learning about this. Those are all the questions I have — is there anything else you want to share? About your job, about startup life, about Stacklist, the team, anything. **Kash** [11:01] Oh, definitely. I love Stacklist, not just because of how amazing the team is and how amazing the concept is. There's a very famous phrase that a UX is good when even a five-year-old, or even a twelve-year-old, can build something. And which kid couldn't build a card or a stack? That's how you know it's just that good — anyone can figure out how to build a card. It's easy, it's foolproof, and that's how you know it's a great product. And it's so handy, right? Imagine not having to send all these links anymore. Sometimes the best businesses are the ones you don't even know you need, but when they show up in front of you, you're like, "Hey, I needed this all my life. Where was this?" I feel like Stacklist is one of those companies. You didn't know that you needed Stacklist — that's what I'm trying to say. **Ivanha** [11:59] What are you stacking? For you personally. **Kash** [12:11] What am I stacking? I actually have a personal hub where I added some places I like to eat. Even my sister made a hub — it's like a family thing now. So we definitely have our own place with it for sure. **Ivanha** [12:19] That's awesome. So right now it's mainly your favorite restaurants. I have my favorite books so far. I think I need your help to make it prettier. But this was awesome. Thank you so much, Kash. I'm really excited to share this. I'm really happy I got to learn more about the concierge team. So thanks so much for coming on the podcast. **Kash** [12:34] No, I'm glad. Thanks for having me. You had some great questions, and I had so much fun talking to you. Thank you so much.