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Key Takeaways
Scaling a support team in a highly technical environment requires a unique approach that goes beyond traditional metrics like ticket volume.
Implementing time tracking can provide valuable insights into where support efforts are focused and where improvements can be made.
Breaking linear growth in support requires strategic thinking and a focus on product opportunities to reduce reliance on manpower.
Understanding that what works for one support team may not work for another is essential for effective scaling in any organisation.
Key Statistics
The support team consists of 12 members split across two geographically separated teams covering 24/7 support.
Time tracking revealed the need to focus on product opportunities and reduce reliance on manpower for scaling support.
Key Discussion Points
The challenges of scaling a support team in a highly technical environment where ticket volumes do not dictate the level of effort re...
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