Oftentimes, the choice for a smaller startup is between hiring no one for technical support and just letting the developers/founders field all questions or hiring a support person and expecting them to handle it all (while that poor support person sits alone, feeling dreadfully concerned about “bothering the developers”). Using her Medium post, “Eyes Wide Widened: My ‘Evolving View’ of Developers on Support” as a starting point, Clubhouse’s Customer Success Lead, Camille Acey will talk about how to implement a “Some Hands Support” system (as opposed to an “All Hands” system) so that Support can leverage some of the developers on the team, some of the time. She will also cover strategies for creating and iterating on a process and selecting the right “collaborators” from the developer team so that the experience benefits the users, the product, and the organization.
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