For example, if you’re a software company, will most of your tickets be technical issues? Do you have tech-savvy customers, or will they require an extra level of customer service? First, identify your company’s needs and circumstances. Step 1: Identify the roles, teams, and tiersĪ good team always starts with establishing a strong foundation. Key steps for structuring your customer service team Key to that is providing well-defined roles and performance expectations, which gives everyone on the team an understanding of what they should be achieving and their career path options and goals to work toward. Customer service structureĬustomer service organizational structure is a framework of roles, teams, and tiers that help build a people-first approach to customer service.
We implement these strategies as our own customer support team changes to keep up with the pace of the company’s growth. In this guide, we provide tools and frameworks to structure your support team based on what leaders have learned during their tenure at Zendesk. What does a successful customer support team look and feel like? How can companies deliver good customer service while undergoing rapid growth and the changes that come with it? What are the skills managers and staff members need to better understand and support the agent experience? How can your company build an organization that provides proactive support, ensuring customer success? And as a team leader, how will you build an effective customer service structure?
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