Head of Customer Experience at Follow Up Boss - scaled a CX team up from 2 employees to 18.
Enterprise Manager at WP Engine - Coached and developed a team of 10 sys-admin level employees. Created and adhered to SLAs.
I will explain in detail how I coach and mentor employees. I'll also cover how to best manage "difficult" employees; even if that means their eventual exit from the business.
I will explain how to scale a small support team as your customer base grows. This includes when to hire, what metrics are important, how to become more efficient, and what problems to solve early on.