Live Event

Understanding Support Operations


Those customers keep coming, and your support team is struggling to keep up. You can grow the team, but that’s a temporary solution at best. What you need is a way to make your whole team more effective, more productive and better informed. You need Support Operations.

Join Mat Patterson, Customer Evangelist at Help Scout, Grace Antonio, Senior Manager of Support Operations at Freshbooks, Denise Twum, Support Process Manager at SmugMug, and Andrew Spittle, Head of Support at Automattic for a live discussion of the structure, purpose and implementation of Support Operations.

What you’ll learn:

  • What a Support Operations team does, and why they do it
  • How to know when your team needs Support Operations
  • What skills are required to succeed
  • How to get started building an Operations department

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