Building your customer support team

A series of blog posts to help you scale customer support from day 1 to day 1000 and beyond.

Customer Support · 10 Min read

How We Support 10,000+ Users With Only 2 Customer Team Members: 9 Tips for Remote Customer Support

How we built a highly effective (and super lean) remote support team.

Melissa Rosen CX Lead & Content Creator @Groove

Customer Support · 7 Min read

5 Tips for Hiring Remote Customer Support Agents

Everything we've learned about hiring remote support from our experience as a fully distributed customer support company.

Elen Veenpere

Customer Support · 5 Min read

How to Write a Customer Service Job Description to Attract Top Talent to Your Team

Craft the perfect customer service job description to find the right fit for your organization.

Melissa Rosen CX Lead & Content Creator @Groove

Customer Support · 10 Min read

Defining the Customer Experience Specialist: How CX Managers Can Clarify Roles & Hire for Growth

The process for hiring a customer experience specialist is broken. Find out how leaders and job seekers can fix it with three strategies.

Melissa Rosen CX Lead & Content Creator @Groove

Customer Support · 8 Min read

Customer Support Specialists and Beyond: How to Build (or Join!) the Customer Support Team You Need

Customer support specialists speak for your company. But what role, job, or person should you hire? Here’s how to build or join a great team.

Nathan Collier Senior Editor @Groove

Customer Support · 10 Min read

20 Best Customer Support Tools: Our Favorite Budget-Friendly and Scalable Solutions for Growing Teams

Our favorite tools for growing businesses looking to keep costs down and efficiency way up.

Melissa Rosen CX Lead & Content Creator @Groove

Customer Support · 6 Min read

Six Steps to Painlessly Scale Your Customer Support

As your business grows, how can you ensure that your customer service keeps up? Here are six tips to scale.

Len Markidan

Customer Support · 8 Min read

Moving to Online Customer Support: 8 Tips to Ease the Transition

Our best advice for smoothly transitioning your team to online customer support.

Melissa Rosen CX Lead & Content Creator @Groove

Customer Support · 8 Min read

How To Establish a Culture of “Everyone Does Support”

If customer service is a one-person job on your team, you could be leaving insights, revenue and customer loyalty on the table. Here’s why…

Tim Wu

Customer Support · 6 Min read

6 Unconventional Productivity Tips For Customer Support Teams

In customer service, higher productivity means happier customers. Here are six unusual tips on how to work smarter.

Len Markidan

Customer Support · 7 Min read

The 10 Customer Service Roles That You Need To Be Good At (And How To Get Better At Each One)

The job description of a service agent goes far beyond a single role. Here are all the customer service roles you need to master to excel

Len Markidan

Customer Support · 6 Min read

5 Best Resources for Customer Support Ideas and Advice

Get better at customer service by learning from others.

Elen Veenpere

Customer Support · 7 Min read

10 Customer Service Apps to Help Scale Your Support

This list compiles the top customer service apps to help customer service teams save time, reduce effort, and provide holistic customer support.

Melissa Rosen CX Lead & Content Creator @Groove

Customer Support · 6 Min read

5 Tips for Onboarding Your Team to New Customer Support Software

Onboarding employees to new customer support software can be a challenge. This guide will help you conquer it.

Melissa Rosen CX Lead & Content Creator @Groove

Customer Support · 11 Min read

How We Avoid Outsourcing Customer Support (Plus 3 Tips If You Absolutely Must)

Eight ways we managed to save money, time, and customers by keeping support in-house.

Melissa Rosen CX Lead & Content Creator @Groove

Customer Support · 20 Min read

15 Customer Service Skills & How to Improve Each One (Step-by-Step)

Nobody’s born with good customer service skills. But, anyone can master them. Here are step-by-step instructions to improve you or your team’s support.

Erika Trujillo Customer Success Manager @Groove

Customer Support · 6 Min read

33 Customer Service Quotes to Inspire, Spark Questions & Help Your Team Thrive

These 33 legendary customer service quotes contain wisdom to inspire you, spark questions, and help your support team deliver better service.

Len Markidan

Customer Support · 8 Min read

Swarming vs Tiered Support: Which One Is Right For You?

Not sure what tiered support and swarming are? Not sure which approach is right for your team? No worries, we have all the answers for you.

Elen Veenpere & Lesley Yarbrough Groove featured contributors