Support Driven hosted a fireside chat event for Support Operations - register above to check out the recording.

Any kind of high-quality support is hard to scale, but scaling support for highly technical products can be particularly challenging. Even small issues are often time-sensitive. Larger problems routinely business-critical. Customer experience issues come from a myriad of edge cases, and require in-depth expertise to triage and resolve.

So how do you scale a technical support team from just a handful of specialists to 20 in a company growing from 40 to 400 over just a few years, all while supporting a fast-growing and demanding customer base?

In this fireside chat, our speakers discussed things such as:

• The story of support at Vercel

• Lessons learned in building the team

• Maintaining high service levels when everything is on fire

• Building support expertise in an environment where new products launch and existing ones evolve all the time

• Keeping a customer-focused culture in a high-growth environment

  Enjoy this topic? Be sure to check out the following resources that may also interest you!

• Our Salary Database helps fellow customer service folks get paid the money they deserve - please contribute your salary to our invaluable database by filling out this quick survey! Once complete, you'll get access to the data as well!

• We have a Support Operations track at the 2024 Support Driven Expo - check out details here - the call for proposals is now open!