Uncategorized – Page 16

Scaling a Support team?

Scaling is difficult. It’s not easy. There are many resources out there to help calculate exactly how many Support staff you’ll need. The misleading part is that every company is different and incremental improvements are constantly changing those dynamics and relationships. For example, expanding, refining, and properly organizing your knowledge base will drive down conversations — especiallyContinueContinue reading “Scaling a Support team?”

What’s the Role of a Coach in Support? Aren’t We All the Same?

This is one piece I’ve wrestled with. A lot. Initially, I was against the idea of creating two distinct teams — part of me still is — but I’ve come to see a different perspective. Think about life this way: we’re really only amazing and successful at our top one or maybe two priorities. For example, if you gaveContinueContinue reading “What’s the Role of a Coach in Support? Aren’t We All the Same?”

Support Leadership: Structure of Support?

Everyone is different. Though I’ve found a terrific balance by having the overall Support team split into two crews: Support and Coaches (think storytelling through solving business use cases and retention). Where Support’s focus is responsively to engage customers, Coaches focuses proactively to engage those users less prone to seek out help. Both have theirContinueContinue reading “Support Leadership: Structure of Support?”

Diversity

I almost refrained from putting this section in here — not because I don’t believe in it, but because it’s seen as the trendy thing to say, whether or not you actually believe it, though feel pressured to affirm it. However, after reflecting on it I realized truth is still truth, not matter if it’s a clichéContinueContinue reading “Diversity”

Support Leadership: How to Hire?

At my company, we believe smart people thrive on freedom. Many companies have lots of great tangible perks, from snacks, equity for full timers, etc. These are all terrific, though we must also ask how much the culture motivates teammates to excel? Is there a connection between this and the ability to scale the companyContinueContinue reading “Support Leadership: How to Hire?”