How to keep and grow great customer support talent

Share the love

Imagine a Customer Support team with high turnover and low tenure across the board.

Your customers will only speak to people who havenโ€™t had time or mentorship to become experts. Theyโ€™ll receive continuous poor service, become frustrated and despite your great product, churn.

I loved reading about how Intercom is encouraging career growth in Support. We’re working on solving the exact same issue over at Automattic.

I particularly appreciated this comment:

Ensure people management is not the only progression path.

I don’t think there’s one right answer to how this should be done across every company, but I think it’s something companies should continue to talk about openly. Support isn’t a stepping stone to another position. It can be a career if you want it to be.

Share the love
Strategies on solving problems and wowing customers every Sunday ๐Ÿ‘‰
Strategies for solving problems and wowing customers ๐Ÿ‘‡