Structuring your customer support organization

Structuring your customer support organizationStructuring your customer support organization2To 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 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.

structure. Employee retention was just as important. Before we had tiers, Advocates’ only option to advance their careers was a move into management, support operations, or another role in the company. Providing levels of seniority within the Advocacy team gives people who are happy in a customer-facing support role the

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