Odalis
Odalis
  Salazar Mullins

Project Godin

Growing a Remote Support Team Focused on Customer Satisfaction and Team Culture

The common advice out there for scaling support teams doesn't cater to fully remote companies trying to maintain their culture and who prove that "outsourcing" isn't the answer that customers want. Let's change what the typical advice is and help each other succeed by sharing what's worked and what hasn't. 

 

20

Contributions of 100 goal

23

Collaborators

 
 

About

What is the goal of this project? What is my inspired vision?
Who am I (Odalis) and why am I passionate about this? (about me section)
What are the benefits of contributing to this community?
What are the ways to contribute?
How can I benefit by contributing?
Who else can contribute?
How do I refer someone?
How will the collective wisdom be shared? (format, written, verbal, live etc.)
When will the collective wisdom be shared? (timing)
What can I do with the information shared?
What is the standard for confidentiality? ie: will my company name be included in the data collection

Traditional corporations, particularly large-scale service and manufacturing businesses are organized for efficiency. Or consistency. But not joy. Joy comes from surprise and connection and humanity and transparency and new…If you fear special requests, if you staff with cogs, if you have to put it all in a manual, then the chances of amazing someone are really quite low. – Seth Godin

 

Refer a Friend

Know someone who has insights to share on scaling a remote support team? A friend, an old manager, a co-worker? Make an introduction.

Rewards

  • Updates on the project
  • A recap of what your suggested contributor shares

23 Contributors

99 Problems

Are there specific challenges that you're facing when trying to scale your remote support team that you'd love to get help with?

Share those challenges and what you've tried to work around them.

Rewards

  • Updates on the project
  • Access to any information gathered that could help solve your challenges

25 Contributors

Tools That Scale

Is there a tool that helped you scale your remote support team? Slack, Zendesk, Asana, etc? Tell us about it and, more importantly, HOW your team uses it.

Because many of these tools are robust and can be used in a 100 different ways. So let's focus on the best practices, tips, and tricks you can share to get the most out of these tools.

Rewards

  • Updates on the project
  • First access to detailed posts of other tools

18 Contributors

Teams Discussion

How many opportunities do we really get to talk to other teams about how they work? To learn from each other by asking direct questions?

Instead of reading another article on "How to do X," let's get our teams together to have an open, transparent, and value-focused discussion on scaling a remote support team.

Rewards

  • Updates on the project
  • First access to recaps of other team discussions

12 Contributors

Let's Dig In

If you're willing to get into the nitty, gritty details of how you successfully scaled your team, let's do it!

Scaling a remote support team takes work in many areas. This isn't about focusing on one or two areas. This is about taking a look at the whole picture and then digging in to each one.

If this option is peaking your interest but feels a bit intense, click here to find out more about how it can help you and what I did to make the process as easy as possible.

Rewards

  • Updates on the project
  • First access to in-depth recaps of all other interviews
  • Submit your own questions that will be asked to all other interviewees

12 Contributors