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Scaling a support team as the customer base grows and evolves is a common challenge faced by start-up leaders. Recognizing when to scale and how to scale is not always a simple task. There are a number of considerations and utilizing your network to ask for advice is vital. Erika Babat, Head of Support at CloudTalk, acknowledges that listening to other similar companies’ journeys helped her towards success when she started scaling the team. One of the key revelations was that organization is critical. Your knowledge base needs to be up-to-date, and onboarding needs to be thorough and quick. Both of these only become harder the longer you wait.

In Conversations with Erika Babat, Head of Support at CloudTalk

Erika’s research led her to choose in-house teams, instead of an outsourcing model, as the best path forward for CloudTalk. She was quick to note that each company is unique and how you approach the project will depend on your product, customer, team culture, etc. She explains how structured shifts, segmented customers, and maintaining agent schedules are significant value while scaling and how that helped CloudTalk’s customers. Still, after all of that, she cautions not to declare “success” too soon. Scaling projects are constantly evolving.

The biggest lesson is how Erika spent time listening to the business’ needs, customers’ needs, and employees’ needs to make this project work. Something that isn’t always easy to do. Please listen to find out how to scale your team successfully and avoid some common mistakes.

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