Optimizing Your Support Function

Maranda Dziekonski is currently the Vice President of Chief Customer Officer at Swiftly, and has previously led customer success and support teams at Lending Club, HelloSign, Castlight Health, and Pared. In this guide, she outlines how to set up and tier a customer support function, including how to divert support queries to self-serve channels, and how to work with product and tech teams on bug management.

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Questions covered in this guide:

What’s the role of customer support?

Why does good support matter? 

How should support fit in the broader org?

What are the different sub-functions within support?

How many support reps do you need? 

How should you define and handle tickets? 

How might you tier support tickets? 

How should you handle escalations to the product or dev team?

What metrics are most important to track?

How should you invest in self-serve resources (and how can you encourage customers to use them)?

​​How can you scale support quickly when you’re growing fast?

When you hire support reps, what should you look for?

How should you train new support reps?

What are the most important pieces to get right?

What are the common pitfalls?

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