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Building Support from the Ground up at Omnisend [Podcast]

What are the qualities of your first hire in support? Where do you focus your energy? And how does this team evolve?

You can listen to Customer Experience Leaders Chat also on:

In the early days at most companies, support is done directly by a founder or a developer. The main focus is to keep customers happy and allow them to keep seeing value. However, at some point, the load becomes too high and distracts from the roles in which they are better suited. The next step is to start a dedicated team, a task that is not easy or intuitive. Hiring those first few hires is critical to set the right tone and bring the knowledge, training, and expertise you want your customers to experience.

Paul Milišauskas, VP of Customer Operations at Omnisend, looks at this problem through the lens of a basketball team. You have your different positions and strengths and build on fundamentals to help achieve a high-quality customer experience.

In conversation with Paul Milišauskas, VP of Customer Operations at Omnisend

What are the qualities of your first hire in support? Where do you focus your energy? And how does this team evolve? Paul shares some of his insights and lessons learned along the way into this common, pivotal moment for a company’s success.

From no plan to automation and from your first hire to outsourcing, please listen in to our chat for tips and tricks you can use to build a support team that enhances your company’s offerings and evolves alongside your customers’ demands.


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Craig Stoss Craig Stoss

Craig has spent time in more than 30 countries working with support, development, and professional services teams building insight into Customer Experience and engagement. He is driven by building strong, effective support and services teams and ensuring his customers are successful. In his spare time Craig leads a local Support Thought Leadership group. He can be found on Twitter @StossInSupport

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