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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.

The Customer Advocates are organized into 3 team tiers that reflect levels of complexity. Tier 1 is for general product support, Tier 2 is for technical support, and Tier 3 is for advanced technical support and engineering escalations. In general, support issues assigned to Tier 1 are easier and take less time to solve than those

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