Lessons from the Trenches - Scaling Support Teams featuring Reagan Helms

Nearly every startup wants to grow. At certain milestones of growth, however, the structure of customer support must change to successfully support the business. And while change is never easy, knowing what and when you’ll need to change as you scale can help smooth out the process. Over the past 13 years, Reagan Helms has grown from the solo support agent in a start-up organization with less than 10 employees to the Director of Customer Experience leading a support organization of 30 agents. This week on Next in Queue, we discuss: · The required shift from being an individual contributor to a leader · The change in support recruiting that comes with scale · The new problems in support organizations that come with growth · Why you need to introduce structured processes before they feel necessary · Maintaining culture with team growth · The impact scale has on training new support agents Connect with Reagan on LinkedIn – https://www.linkedin.com/in/reagan-helms/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/