Jen Ong Vaughan, Head of Sales at Assembled, and Bob Van Winden, Head of Operations at Stripe will walk through a new playbook that can be used to create and maintain an effective support operation through hyper-growth.

1. 3 Reasons
You Need
Support Ops
to Scale
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Jen Ong Vaughan
Head of Sales
Assembled
@jenongvaughan
Bob van Winden
Head of Operations
Stripe
@bobvanwinden

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Housekeeping Notes

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● Invest early in Support Ops to help your support team
scale
● Start with getting your metrics right - you can’t
improve until you start measuring
● Don’t expect people supporting your customers to
build your operations
● Hiring profile for support ops: analytical, builders,
expertise
Takeaways

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Sales Sales Ops
Marketing
Support Support Ops
Marketing Ops

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Head of Support
Support Manager Support Ops
Analytics Training/QA
Knowledge WFM

8. THANK YOU
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