Structuring your customersupport organization

To quickly scale your customer service organization, you need to continuously rethink how to best provide support, what kind of people and skills you need, and how you’re going to organize it all.

That’s what this guide is all about. It’s the lessons we’ve learned at Zendesk over many years of rapid growth and—as a result—how we structure our customer service organization around specific teams, tiers, and roles.

We define success as a combination of people, process, and technology —where the people part always comes first. One of our most important initiatives over the last several years has been our focus on building that people-first approach to customer service.

Key to that is providing well-defined roles and performance expectations, which gives everyone on the team an understanding of what they should be achieving and their career path options and goals to work toward.

This guide represents the work of many present and former Zendesk support team leaders who managed the support organization to keep pace with the company’s growth and to continuously provide a great custome support experience.

What you’ll find here is a framework of the core elements of a customer service organization that you can use to build out your own organization

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