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Best Practices

Get access to content created to help startups mature their customer support practices. This is a practical guide for startups at different stages, covering key performance indicators, team hiring, tools, and workflows. The guide, enriched by insights from experts at companies like Airbnb and Stripe, aims to help startups enhance their customer support, thereby improving product understanding, reducing customer churn, and promoting growth through positive word-of-mouth.

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Featured posts

How to Prevent Burnout in Startup Support TeamsHow to Prevent Burnout in Startup Support Teams
Jon O’BryanJon O’Bryan

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How to Prevent Burnout in Startup Support Teams

Navigating the challenges of burnout in startup environments requires empathy, strategy, and a proactive stance. This essential toolkit empowers founders and managers to safeguard their support teams against the risks of burnout.

👥 How to build your first support team👥 How to build your first support team
Jon O’BryanJon O’Bryan

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👥 How to build your first support team

For many startups, you should not have a dedicated support team at this stage, but everyone on the team should be acting as support. In this article, we’ll talk about the jobs to be done by support, how to setup your support team, and qualities you should look for when hiring your first support agents.

Seed Stage Startups
🎯 How to measure your support team’s performance🎯 How to measure your support team’s performance
Jon O’BryanJon O’Bryan

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🎯 How to measure your support team’s performance

The goal of this article is very precisely to help you understand how to measure whether or not your support function is working well at an early stage and, if not, how to improve it.

Seed Stage Startups

All posts

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How to Prevent Burnout in Startup Support TeamsHow to Prevent Burnout in Startup Support Teams
Jon O’BryanJon O’Bryan

/

How to Prevent Burnout in Startup Support Teams

Navigating the challenges of burnout in startup environments requires empathy, strategy, and a proactive stance. This essential toolkit empowers founders and managers to safeguard their support teams against the risks of burnout.

👥 How to build your first support team👥 How to build your first support team
Jon O’BryanJon O’Bryan

/

👥 How to build your first support team

For many startups, you should not have a dedicated support team at this stage, but everyone on the team should be acting as support. In this article, we’ll talk about the jobs to be done by support, how to setup your support team, and qualities you should look for when hiring your first support agents.

Seed Stage Startups
🎯 How to measure your support team’s performance🎯 How to measure your support team’s performance
Jon O’BryanJon O’Bryan

/

🎯 How to measure your support team’s performance

The goal of this article is very precisely to help you understand how to measure whether or not your support function is working well at an early stage and, if not, how to improve it.

Seed Stage Startups
🛠️ How to pick the right tools for your support team🛠️ How to pick the right tools for your support team
Jon O’BryanJon O’Bryan

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🛠️ How to pick the right tools for your support team

Choosing the right tooling can save you a lot of time and save you much needed time that you can translate into more runway to reach product-market fit. On the same note, choosing the right channels can pay huge dividends in your customer happiness and in limiting the burden on your team that’s required to provide great support.

Seed Stage Startups
🔖 How to classify your support tickets 🔖 How to classify your support tickets
Jon O’BryanJon O’Bryan

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🔖 How to classify your support tickets

There are four primary types of customer problems that seed stage startups encounter: user education, bugs, feature requests, and manual tasks. In this article, let’s review what each of those are and how we handle them.

Seed Stage Startups
🌱 Seed Stage: Outline🌱 Seed Stage: Outline
Jon O’BryanJon O’Bryan

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🌱 Seed Stage: Outline

How should early stage startups build out their customer function? We provide a playbook covering ideal team structure, JDs, KPIs, tech stack, and more.

Seed Stage Startups