Building Support Structures: From Rotation to Dedicated Teams
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When FundApps exploded from 20 to 50+ engineers in just one year, their old "everyone does support" model crumbled spectacularly. Software engineer Flavia Circiumaru and host Hannes Lowette dive deep into how this London-based regulatory compliance company transformed from a support-free-for-all to a streamlined powerhouse. Flavia Circiumaru reveals the behind-the-scenes story of building a three-desk support system that turned their support team into the ultimate connector, bridging customers, developers, and business teams like never before. From battling context-switching nightmares to creating communication magic, Flavia and Hannes explore actionable insights on scaling support without losing your sanity. The twist? Their ultimate goal is to make support so seamless that dedicated teams won't even be needed. Talk about engineering your way out of a job!
Transcript
When FundApps exploded from 20 to 50+ engineers in just one year, their old "everyone does support" model crumbled spectacularly. Software engineer Flavia Circiumaru and host Hannes Lowette dive deep into how this London-based regulatory compliance company transformed from a support-free-for-all to a streamlined powerhouse.
Flavia Circiumaru reveals the behind-the-scenes story of building a three-desk support system that turned their support team into the ultimate connector, bridging customers, developers, and business teams like never before. From battling context-switching nightmares to creating communication magic, Flavia and Hannes explore actionable insights on scaling support without losing your sanity.
The twist? Their ultimate goal is to make support so seamless that dedicated teams won't even be needed. Talk about engineering your way out of a job!
About the speakers
Software Engineer at FundApps
Head of learning & development at Axxes and a passionate .NET developer