How to find the ideal structure for your SaaS support team

 How to find the ideal structure for your SaaS support team

When you grow your customer's support team, you have to put the structure to the place to make sure everything goes smoothly. Knowing when to formalize the process and when to keep flexible things help you prioritize your support strategy.

Early days

For customer support teams from one, your focus will answer every question that approaches you.

If there is time to focus more proactively, spend to make a method for your customers to find answers to their own questions. You can also spend time ensuring the insights you get from customer support back to your entire company, so your time can be spent on documentation or automation.

7 Basic spacings to build teams and customer support departments that develop from the beginning.

Build and lead the support team

Growth Stage (2-10 team members)

When you grow, you will have the flexibility to pursue more proactive success activities. You might even have people focus especially on reactive support or proactive customer success.

At this point, you can start thinking about what type of thing you will do to help your customers achieve their goals. Writing is clear, and that should you emphasize. Make help documents, user guides, blog posts, and bulletins are all things you can do to help your customers.

But what else? Will your team make Screencast and onboarding campaigns or do personal webinars and demos? These all take different set skills, but they are the skills that people often have in customer support.

Take time thinking about which will help your customers the best and who in your team is ready to contribute.

If your team decides that the screencast and video will help your customers, you may have to invest in several tools or training. What type of content research is most suitable for your customers in the past, then compare this with your current team skills. This can guide where your team can put time for the best use.

When you are a bigger team than 10, you can start placing a formal structure in its place. You might also need to move from a flat structure to have team leaders and / or support specialists.

There are many different ways to compile teams, so it's important to find that works for you. Here are some of the roles you might want to consider:

Customer Advocates: Work on direct chat and quick email answers that do not require additional support.

Customer support engineers: deal with more technical support problems.

Product link: interact with team products and techniques to share feedback.

The lead and / or manager team: focuses on people's management.

Support operations: help with tools, automation, and increase the workflow of overall customer support.