Improving your individual skills and abilities is always worthwhile, but in a growing support team there are other ways to make a broader impact. One such way is to take on a Support Operations Manager role and help the entire team deliver better service. If you’re interested in working in Support Operations, or if your … Read more
Delivering consistently good online service requires carefully built systems, helpful tools, effective policies, and a skilled service team. Even a really great team can’t do it all on their own, but a disengaged, under-trained team can quickly ruin your customer experience. Hiring the right people really matters. In this article, we’ll discuss how to write … Read more
Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. It’s important for your job description to clearly reflect your company’s needs and … Read more
Tier 2 support team members are the folks responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of your first level customer service representatives. When supporting a highly technical product, a tier 2 team may handle implementation and core product guidance. In contrast, the tier 2 team supporting … Read more
The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Customer success teams often have a range of responsibilities, depending on the team’s age, the size of the … Read more
Since there are multiple, distinct steps in the customer journey, some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management. If your company is splitting responsibilities in a similar way, this post will … Read more
Product support analysts sit in the middle of two worlds: customer support and product. The role requires having a foot in each world, which can make coming up with a job description a little tricky. Many product support analyst job postings seem to refer to an individual working in the support queue or on product … Read more
Customer support managers are the grease that keep most customer support organizations running. While they are not often responsible for the organization’s overarching strategy as a whole, customer service managers are responsible for maintaining the day-to-day people management, operations, and decision-making at a team level. Because it’s such a critical role, making sure you get … Read more