Scaling customer support - remotely
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This document discusses the challenges and strategies for scaling a customer support team remotely. The key challenges are operations, leadership, employees, and communication across different time zones. The strategies discussed are setting goals for the company, team, and individuals; establishing frameworks for structure, commitment, scheduling, and work hours; implementing accountability measures; and ensuring effective communication through meetings and tools. The success of the remote team depends on leadership setting clear goals and frameworks and holding the team accountable.
Scaling customer support - remotely
- 1. Scaling customer support - remotely Valentina Th旦rner @valedeoro
- 2. Scaling Customer Support Remotely Growing a successful support team with a sustainable structure that favours availability over location and communication over physical presence.
- 3. Challenges
- 4. Challenges - Operations Who does what when and why and how can we make sure it actually happens.
- 5. Challenges - Leadership Goal setting, accountability from a distance. Trust vs. control.
- 6. Challenges - Employees Contracts and legal questions, work-life balance, loyalty and availability.
- 7. Challenges - Communication Time zones, zoom calls, company culture, peer feedback.
- 8. Challenges - Communication Time zones, zoom calls, company culture, peer feedback.
- 9. The success of your remote team depends above all on the integrity and involvement of the leadership team.
- 10. Strategies - Goal Setting What do we want to achieve? As a company, as a division, as a team, as an individual?
- 11. Strategies - Framework What do we need to decide in order to get to that goal in terms of structure and commitment? Scheduling? Work hours? Quantity/quality?
- 12. Strategies - Accountability How do we know if we are on the right track? What do we measure on which level?
- 13. Strategies - Communication How do we stay in touch? 1:1s, team meetings, tools?
- 14. How is that so different from a co-located team?
- 15. Pretend that you are going remote removing one organizational bottleneck at a time.