In the early days at most companies, support is done directly by a founder or a developer. The main focus is to keep customers happy and allow them to keep seeing value. However, at some point, the load becomes too high and distracts from the roles in which they are better suited. The next step is to start a dedicated team, a task that is not easy or intuitive. Hiring those first few hires is critical to set the right tone and bring the knowledge, training, and expertise you want your customers to experience.

Paul Milišauskas, VP of Customer Operations at Omnisend, looks at this problem through the lens of a basketball team. You have your different positions and strengths and build on fundamentals to help achieve a high-quality customer experience.

In conversation with Paul Milišauskas, VP of Customer Operations at Omnisend

What are the qualities of your first hire in support? Where do you focus your energy? And how does this team evolve? Paul shares some of his insights and lessons learned along the way into this common, pivotal moment for a company’s success.

From no plan to automation and from your first hire to outsourcing, please listen in to our chat for tips and tricks you can use to build a support team that enhances your company’s offerings and evolves alongside your customers’ demands.