[hw]

At Re:amaze, we don't hire for customer support personnel. Our culture is that everyone that we currently have on staff, be it engineers, co-founders, marketing - all work on customer support. Granted, we're a small team right now that makes it quite possible to do so, but it really keeps things super lean. We're also a chat and helpdesk platform, so it helps to have everyone use and understand the product.

There's also plenty that can be learned from answering support - from discovering bugs to fixing them to understanding feature requests to satisfying customers (and the joy that you get from a happy customer), that it's our main onboarding tool for our hires across all departments. Sometimes support can take up a couple hours for a team member, but it's totally worth it. Not to mention our customers absolutely love our helpfulness and responsiveness in support and is one of the main reasons we've had plenty of businesses switch over from our competitors.

[behringer]

That doesn't work at scale. Imagine your marketing team fielding password reset failures all day.

For a small company though, sounds like a fine way of doing things as long as people don't get bitter about the ones who actively avoid doing the support.