Bill Gates Works Customer Service Shift at Daughter's AI Fashion Startup Phia

Bill Gates Joins Customer Service at Daughter's AI Fashion Startup

Bill Gates, co-founder of Microsoft, stepped into a customer service role at Phia, an AI-powered fashion startup founded by his daughter Phoebe Gates and her co-founder Sophia Kianni. Phia is a platform that compares prices for new and second-hand fashion items across more than 40,000 websites, acting like a Booking.com for fashion.

A Leadership Move Rooted in Support

When Phoebe asked her father to work a shift in customer service, Bill Gates didn’t hesitate. He shared on LinkedIn that the only right answer was yes. This hands-on involvement reflects a practical way to support family while gaining firsthand insight into the startup’s operations.

Phia’s goal is simple: provide users with instant price comparisons across thousands of e-commerce sites, helping shoppers find the best deals on fashion items, whether new or used.

Why Customer Service Matters for Founders and Leaders

By joining the customer service team for a day, Bill Gates experienced the product from the user’s perspective. He highlighted that directly talking to users reveals how a product functions in the real world and where it might fall short. This approach aligns with a growing trend among tech leaders who spend time on front lines to better identify pain points—like Uber’s CEO Dara Khosrowshahi, who has delivered food and driven passengers to learn firsthand.

Supporting Without Overstepping

Earlier this year, Bill Gates chose not to invest financially in Phia to avoid getting too involved in the business side. Instead, he offered guidance on hiring while letting others handle the investment. This balance helps maintain a healthy dynamic and lets the founders grow independently.

Addressing Bias in Startup Funding

Phoebe Gates shared advice from her mother, Melinda French Gates, about dealing with investor bias. When investors questioned Phoebe about her plans for motherhood, Melinda’s blunt advice was: “Get up or get out of the game, sis.”

These questions reveal a persistent bias women face in venture capital. Sophia Kianni pushed back cleverly on a male investor by asking, “What’s going to happen to your venture firm when you have kids?”

Takeaways for Customer Support Professionals

• Get direct user feedback: Engaging with customers firsthand exposes real issues and helps improve the product.
• Support without micromanaging: Offering advice and guidance can be more effective than direct control.
• Recognize biases: Understanding common biases in funding and support helps create more equitable environments.

Bill Gates’ experience shows that even high-profile leaders benefit from stepping into customer service roles to connect with users. For anyone working in customer support, this reinforces the value of direct engagement and empathy in driving product improvements.

For those interested in how AI shapes customer experience and support roles, exploring courses on AI-powered tools and training can offer practical skills to stay ahead.